How to raise a complaint
We've made it as easy as possible for you to contact us with a complaint.
Contact us
By post
If you'd rather write to us, you can do so using the address below.
Scottish and Southern Electricity Networks
Inveralmond House
200 Dunkeld Road
Perth
PH1 3AQ
Portsmouth (England) Office:
Customer Relations
Scottish and Southern Electricity Networks
4 Penner Road
Havant
PO9 1QH
Make a Complaint
We aim to provide a safe, reliable and supportive service to all our customers. However, we know that sometimes things can go wrong. When that happens, we want to know about it so we can put things right and learn from your experience.
Whether you’ve experienced an issue with our service or feel we haven’t met your expectations, we’re here to listen. Below, you’ll find information on how to make a complaint and what you can expect from us at each stage of the process.
If you want to ask us something, but not raise a complaint, please let us know below.
How to get in touch
The quickest and easiest way to raise a complaint is by giving us a call. Tell us what’s happened, include all the important details, and our team will start looking into it.
No matter how you choose to get in touch, we’ll handle your complaint fairly, respectfully and in line with our complaint's procedure:
No matter how you choose to get in touch, we’ll handle your complaint fairly, respectfully and in line with our complaint's procedure:
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Once we receive your complaint, we’ll let you know and begin our initial review. We aim to respond to you within 2 working days, letting you know who is handling your case and what will happen next. During this stage, we may contact you for more information to help us fully understand the issue.
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Our team will investigate your concerns and work with you to find a suitable resolution. Most complaints can be resolved quickly, but if we’re unable to sort things out within 4 working days, your complaint will be escalated to our Specialist Complaints Team.
This team has the experience and authority to manage more complex complaints, carry out a detailed review and provide a clear outcome. We’ll keep you updated throughout, so you always know how your case is progressing. -
If your complaint is still open after 8 weeks, or if you receive a final response from us and you’re not satisfied, you can refer your complaint to the Energy Ombudsman.
The Ombudsman is a free, independent service that will review your case and make a final decision. If they decide we need to take action, we will follow their recommendations.