SSE Airtricity Gas NI Limited - Making A Complaint

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Making A Complaint

At SSE Airtricity we’re committed to offering the very best in customer service. We aim to get it right first time, every time. However, we recognise sometimes things do go wrong. If this happens we’ll always deal with you openly and fairly to put things right.

 

Definition of a Complaint

 

For the purposes of our Complaint Handling Procedure a complaint is:

“The expression (through various possible channels: letter, email, phone call or physical claim) of a person’s dissatisfaction.”

 

Making a Complaint

 

You can make a complaint free of charge. The quickest way to get a resolution if you have a complaint is to get in touch with our Customer Service Team 

 

Please provide us with as much information as possible when making your complaint. We want to fully understand what’s gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and resolve it as soon as possible. Please include your customer reference number, a summary of your complaint and a preferred contact number, or other preferred method of contact and a convenient time to contact you.

 

If you are of pensionable age, disabled or chronically sick or if you have individual needs and require additional assistance to help you make a complaint, or if you are making a complaint on such person’s behalf, please let us know so we can take appropriate steps to resolve your complaint promptly.

 

What we’ll do

 

  1. We’ll record your complaint and do everything we can to resolve it as quickly and effectively as possible, usually within the same day.

 

  1. If we aren’t able to resolve your complaint there and then, we will acknowledge your complaint via phone, email or by post within 5 working days from the date the complaint was received.

 

  1. We’ll aim to respond to your complaint as quickly as possible, but this may take up to 10 working days from the date the complaint was received.

 

  1. For more complex complaints where we’re unable to respond to your complaint within 10 working days because we need to visit your premises or make enquiries of a third party, we’ll provide an initial written response to let you know why within 10 working days from the date the complaint was received. This will include the name, telephone number and address of an employee you can contact regarding your complaint. Where we’ve provided an initial written response, we will aim to respond to your complaint within 20 working days from the date the complaint was received.

 

  1. If your complaint takes longer to resolve, we’ll contact you regularly to keep you informed of our progress but will not exceed 3 months. If you need an update on what’s happening, or to give us more information about an existing complaint, you can get in touch with our Customer Service Team.

 

  1. When resolving your complaint, we may issue an apology, an explanation of what happened, take appropriate remedial action or award reimbursement and/or compensation in appropriate circumstances.

 

  1. Our aim is that our response will resolve your complaint however if you are not satisfied with our response, you can ask for your complaint to be reviewed by our Customer Service Manager, who will review your complaint with you and provide a final response.

 

Guaranteed Standards of Service

 

Our Notice of Rights outline the individual standards of service you can expect from us in relation to Complaints Handling. If we fail to meet our Guaranteed Standards of Service in relation to Complaints Handling, we’ll pay you £25 in accordance with our Notice of Rights. A copy of our Notice of Rights is available here or can be provided free of charge upon request.

 

Taking your complaint further

 

If you’re still unhappy after giving us the opportunity to resolve your complaint, you can contact the Consumer Council free of charge. Where the Consumer Council has been unable to resolve your complaint to your satisfaction, you have the right to refer billing complaints to the Utility Regulator. This does not affect your statutory right to go to court if you deem the solution unsatisfactory. We would hope you could give us an opportunity to resolve your complaint before contacting the Consumer Council.

 

The Consumer Council can be contacted by:

The Utility Regulator can be contacted by:

SSE Airtricity is a trading name of SSE Airtricity Gas Supply (NI) Limited which is a member of the SSE Group. The Registered Office of SSE Airtricity Gas Supply (NI) Limited is 25 Great Victoria Street, Belfast, Northern Ireland, BT2 7AQ. Registered in Northern Ireland No. NI032810.

View a list of our registered companies

SSE Airtricity is a trading name of SSE Airtricity Gas Supply (NI) Limited which is a member of the SSE Group. The Registered Office of SSE Airtricity Gas Supply (NI) Limited is 25 Great Victoria Street, Belfast, Northern Ireland, BT2 7AQ. Registered in Northern Ireland No. NI032810.

View a list of our registered companies

If you smell gas, phone the 24-hour Northern Ireland Gas Emergency Service on 0800 002 001.