SSE

Domestic customers

Contact

  • 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.

Details

  • 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.

Business customers

Contact

  • 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!)

Details

  • 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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