Complaints procedure

Stage 1

- We have a helpline - 0800 052 5252 - open from 8am to 8pm Monday to Friday and from 8am to 2pm on Saturday, where you can talk to people who are ready to help and answer any questions you have.

- If the helpline team cannot sort out the problem to your complete satisfaction, you can ask to talk to a supervisor or manager.

- We have a formal complaints process in place to support you.

If you have a complaint, we will first try to fully understand the nature of your concern and sort out any issue you raise. We will do this by reviewing the circumstances of each complaint. We want to be a company that you can trust.

Stage 2

If you are still unhappy, one of our managers will get involved to understand your concerns and come up with a solution to make you happy. However, if you are still not satisfied, you can raise the matter with our Head of Customer Service, using the following contact details: Head of Customer Service, PO Box 7506, Perth PH1 3QR; email headofcustomerservice@scottish-southern.co.uk

We aim to contact you within 48 hours of receiving your letter to sort out your problem. We aim to sort out all issues within two weeks of our Head of Customer Service receiving your complaint. We hope you will be satisfied following referral to our Head of Customer Service. However, if you are not, at the end of the two-week period we have set aside to sort your complaint out you will have the right to an independent adjudicator who will help you.

Stage 3

Any decisions from this independent review will be binding on SWALEC. We will monitor the results of any findings and make sure that we deal with the problems identified and, if necessary, put them right for the benefit of all our customers.

Our independent adjudicator, the Energy Ombudsman, specialises in resolving customer complaints in an impartial way.

You can phone the Energy Ombudsman on 0845 055 0760 or 01925 530 263. Textphone users can call 18001 0845 051 1513 or 18001 01925 430 886. Or visit the Energy Ombudsman website for more information.

You can also contact energywatch, an industry watchdog which offers free, independent help and advice. Call energywatch on 0845 906 0708.

For full information on our complaint handling procedure, you can download the Complaint Handling Statement and Procedure:

 PDF file: Complaint Handling Statement and Procedure (844KB)