We do more more for our customers every day
We've always led the way on customer service, and recently we've been busy putting all our efforts into making it simpler, more transparent and better value for you.
Our customer charter explains how we:
Our customers tell us these things matter to them, and we’ve listened.
We make five commitments in our customer service guarantee:
We firmly believe that we will live up to our commitments, but if we don’t, let us know and we’ll put the matter right and also take £20 off your next bill for each commitment we have failed to meet*.
We created our Treating Customers Fairly statement to set out, in plain terms, how we are meeting the standards of conduct introduced by Ofgem, the industry regulator.
*We will consider claims made under this Guarantee and determine their validity. Claim considered where: (i) customer provided and will continue to provide relevant and required information; (ii) claim is made within 10 working days of alleged failure; (iii) the claimant is an existing customer; (iv) the alleged failure was not outside our control; (v) a goodwill payment has not already been awarded to the customer in relation to the same incident. Although we will endeavour to find ways to help the customer save money and offer support (if sought), we cannot be held liable if savings are not made or if a product, discount, tariff, deal, service or form of assistance was/is not available or if it was/is deemed inappropriate to review such matters. £20 discount is a goodwill payment and will be applied to customer accounts or meters as appropriate or applicable. If the customer has more than one account with us the discount will be applied to an account at our discretion. Cash payments may be made at our discretion. We reserve the right to alter, amend or withdraw this Guarantee without prior notice.
Take a look behind the scenes at how Maya, the orangutan star of our new ad, was brought to life.
Our new ad encourages people to look at energy with fresh eyes.
Find out how we help our customers save energy and money with a free annual energy review.
We understand our customers are concerned about energy prices, so we're freezing ours until 2016.
Using energy more efficiently is good for the environment — and it can also help you reduce your bills.
At SSE we pass on the savings to you when you manage your account more efficiently.