SSE vows to resolve complaints in just four weeks

Big six supplier SSE has pledged to resolve customer complaints in just four weeks or inform them of their right to seek an independent review through the ombudsman.

The supplier already cut the eight weeks legally allowed for a complaint to be resolved down to six in March, but has decided to take this a “step further” by halving this period down to four weeks.

SSE said since introducing a six week time period for resolution it has retained its position at the top of the customer satisfaction league tables, despite no other supplier matching its commitment.

The announcement comes as part of a wider package of measures published by SSE today in its annual treating customers fairly statement.

Other commitments include introducing new technology to SSE’s customer service lines to tackle call waiting times, additional training for customer service staff to support vulnerable and elderly customers and scrapping charges for the removal of a prepayment meter.

SSE group managing director for retail Will Morris said: “We already receive fewer complaints than anyone in the industry but we won’t stop there. We want to fix any issues as quickly and directly as possible, while giving customers the peace of mind of knowing that they can get independent guidance sooner rather than later. We will soon be twice as fast as anyone else on this and would urge all suppliers to follow our lead.”

“We are proud of our track record when it comes to looking after customers and this is about raising the bar yet again. Investing in our websites, reducing call waiting times and training staff to deal with some of our most vulnerable customers are all other important measures we’re taking to improve and underlines our commitment to treating all customers fairly.”