SSE Airtricity Gas NI Limited - Making A Complaint

Making A Complaint

If you are unhappy with any aspect of our customer service we promise to deal with your complaint efficiently and effectively and within agreed timescales

First class customer service is vital to us. However, sometimes we make mistakes. If we fail to offer excellent customer service, we will try to fix the problem and make sure it does not happen again.

How to complain

The quickest way to get a resolution if you have a complaint is to contact us on 0345 900 5253 or email us at [email protected]

We aim to resolve your complaint as quickly and effectively as possible, usually the same day. If we are unable to resolve your complaint there and then we will give you a timeline for resolution and will contact you regularly to keep you informed of the progress. We will make sure to at least acknowledge your complaint within 5 working days.

If you are not happy with the response you receive, you can ask to speak to a Customer Service Supervisor who will review your complaint with you.

If you are still not satisfied with our response you can get in touch with our Customer Service Manager by writing to –

Customer Services Manager
SSE Airtricity Gas (NI) Ltd.
3rd Floor
Millennium House
19-25 Great Victoria Street
Belfast
BT2 7AQ

Standards of service

Telephone complaint

We will answer your call quickly, log your complaint and try to resolve it immediately. However, if we cannot solve the problem on the same day, we will make sure to provide you with a prompt response within 5 working days and a substantive response within 10 working days. At a maximum we will aim to fully resolve your complaint within 3 months. Calls will be charged at local rates from any landline in Northern Ireland, calls made from mobile phones will cost more.

Written/Email complaint

If you write a complaint to us through email or letter, you will receive a first response within 5 working days. We may respond by telephone, unless you request a written response. Where a full response is not possible within 5 working days, we will provide you with a substantive response within 10 working days. At a maximum we will aim to fully resolve your complaint within 3 months.

Our complaints procedure

• All complaints are logged and noted on your customer account.
• We handle your complaint in confidence. Your details remain private.
• We pass your complaint to the relevant department to deal with.
• You will receive a first response within 5 working days and a substantive response within 10 working days.
• Depending on the complaint, we may reply either by phone, email or in writing.
• We will aim to fully resolve your complaint within 3 months.
• If you are not satisfied with our response, you can write to our Customer Service Manager.

Are you of Pensionable Age, Disabled or Chronically Sick?

If you are a person who is of pensionable age, disabled or chronically sick or has other specific needs or if you need someone to represent you making a complaint, we can provide additional assistance to ensure your complaint is resolved in an appropriate or prompt manner.

We make sure that your rights under the Data Protection Act are always observed. If you ask us to change your details, we do it promptly and ensure we keep up to date records. When resolving your complaint we may issue an apology, an explanation of what happened and/or take action to fix any issue

“If we fail to meet our service commitments to you in our Code of Practice on Complaint Handling, we will pay you £25 as a sign of our commitment to you, our customer.”

See our Guaranteed Standards of Service Notice of Rights for more details

Taking your complaint further

If you are still unhappy after giving us the opportunity to resolve your complaint, you can contact the Consumer Council for Northern Ireland. This is an independent body with statutory responsibilities to represent the interests of natural gas consumers, including taking up complaints relating to natural gas. Any customer can utilise this scheme at no cost to themselves. Contact the CCNI at:

Consumer Council for Northern Ireland
Floor 3, Seatem House
28-32 Alfred Street
Belfast
BT2 8EN
Telephone: 0800 121 6022
Email: [email protected]
Website: www.consumercouncil.org.uk

In certain circumstances where the Consumer Council for Northern Ireland has been unable to resolve your billing complaint you may refer your complaint to the Utility Regulator.

Contact the UR at:

Queens House
14 Queen Street
Belfast
BT1 6ED
Telephone 028 9031 1575
Website: www.uregni.gov.uk

An individual has the right to go to court if they deem the solution offered unsatisfactory. An individual’s choice to go through the legal system is not affected by this procedure.

NIHE tenants

If you are a Northern Ireland Housing Executive (NIHE) tenant with a complaint about a contractor working on behalf of NIHE, you should contact your local NIHE Housing Office.

A copy of our Codes of Practice on Complaints Handling Procedures is available free of charge and can be downloaded here.