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  • How we handle transmission complaints

  • Sometimes things can go wrong. Our three step Complaint Handling Process explains what will happen if you have cause to complain to us.

    Our process

    All our staff are trained to offer you the best possible customer service and will do their utmost to help you. If they need to involve their manager, they will do so to ensure the matter is resolved as quickly and easily as possible.

    As part of resolving your complaint, we will offer you an explanation and an apology. We will also take remedial action and may award compensation in appropriate circumstances.

    Step one - Aim to resolve your problem within 10 working days

    When you telephone us with a problem, our staff will attempt to resolve matters with you directly. However, if necessary your complaint will be escalated to a manager or specialist team.

    If you write to us with a problem, we aim to resolve matters within 10 working days. We may try to contact you by telephone to help with this resolution.

    However, if we cannot resolve your complaint fully or have not agreed a form of resolution within 10 working days of your first contact, then we will escalate your complaint.

    Step two - Aim to resolve your problem within the next 15 working days after escalation

    If unresolved, your complaint will be passed to a senior manager who will do everything possible to address your concern and reach a positive conclusion.

    If we still cannot resolve your complaint fully or have not agreed a form of resolution within this second 15 working days period, then we will escalate your complaint to the next step.

    Step three - Independent Review: Aim to resolve within the next 15 working days

    If your complaint remains unresolved to your satisfaction after contact with the relevant Senior Manager, we shall pass your complaint to an alternative Head of Business for independent review. We will aim to resolve your complaint within the next 15 working days.

    Contact the Transmission Complaints team

    You can contact Transmission complaints on the following email address:

    transmission.complaints@sse.com