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Sometimes problems happen. If they do, let us know so we can work with you to resolve them. Copies of this code are available on our website: We will also send a copy free of charge in response to a request.

What to do if you are unhappy

If you are unhappy with any service or contract you have with us, please email SSE contracting Our office hours are Monday to Friday between 0830 and 1700 hours excluding Bank Holidays. If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we will do our best to sort things out immediately.

We carefully monitor complaints so that we can avoid making the same mistakes again. If something goes wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else.

Independent dispute resolution

We are a member of the Ombudsman Service: Energy (the Ombudsman). This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers. Small businesses in this context are defined as those undertakings for whom up to ten individuals work. If you are an eligible small business and are still unhappy 8 weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us.

Their contact details are:

Post: Ombudsman Services: Energy
PO Box 966
Phone: 0330 440 1614
Textphone: 0330 440 1600
Fax: 0330 440 1615


Get in touch