- Customer services 0800 980 8831
- Customer complaints 0800 975 0485
- Switching of Domestic supply 0800 048 2412
- Facebook: Good for getting attention.
- Live webchat?-ON some browsers.
- Incorporating supply businesses of Scottish Hydro, SWALEC, Southern Electric, Atlantic, M & S Energy & EBICO
- UK call centre-YES
- Market share/ number of customers available? Second largest supplier in UK- over 9 million customers
- Existing customer incentives? YES- but not entirely clear on the website. Ice points but have to apply.
- Customer service performance available? NO- no breakdown of reason for complaint published.
Customer complaints 1st October 2011-30th September 2012-
- 480,233 complaints,
- 100,341 not fully resolved by end of following working day- includes figures for SOUTHERN ELECTRIC, SSE, SCOTTISH HYDRO, SWALEC, ATLANTIC, M & S ENERGY & EBICO
Customer complaints 1 October 2012-31 December 2012
- 122,000 complaints received,
- 1,482 per 100,000 accounts,
- 75.22% resolved by end of next working day
- 96.11% resolved within 8 weeks. (including companies as above).
- Complaint resolution procedure-Clear steps outlined
- Customer charter-YES
- Switching can up to four weeks.
- Customer services 0800 072 3317 England, 0800 389 4466 Scotland, 0800 072 3319 Wales.
- Customer complaints numbers
- SSE 0845 070 0993
- Scottish hydro 0845 300 213
- SWALEC 0845 300 2136
- Southern Electric 0845 0700993
- Atlantic 0845 300 2136 (none of these numbers are free phone!)
- UK call centres-YES
- Market share/number of customers available- 2nd largest supplier in UK
- Existing customer incentives? None obvious on website
- Customer service performance available?NO
- Complaint resolution procedure-Clear steps outlined- different numbers for each company
- Business Customer charter? NO, but do have a customer commitment page
- Business Customer complaints performance-Not separated from the above figures
- Switching of business supply-Couldn’t find business switching advice online
2013 ‘Which’ rating results =9th /15 UK energy suppliers based on company satisfaction – including customer service, value for money and accuracy of bills.
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