Southern Electric Complaints

chillytoes

Hi,

New to the forum but hoping you brilliant consumers can help me!

We recently took out the SE SHIELD cover plan in addition to our full gas policy, had the inspection which was signed off, and the first claim we made when our heating system started acting up, we were told we're not covered. We challenged this with the customer helpline and after looking into it they said they were prepared to 'discuss assisting with costs' for the maintenance needed. The policy states 'full cover' and as everything was signed off after their inspection we do not believe this to be fair. We have since written to the Head of Customer Service and sent a copy to the CEO. It's been almost 2 months now since the technician came out to see us and now we aren't getting any help from anyone at SE.

Is there a consumer board that we can raise this with?

Thanks for your help

Wywth

chillytoes wrote: »

Hi,

New to the forum but hoping you brilliant consumers can help me!

We recently took out the SE SHIELD cover plan in addition to our full gas policy, had the inspection which was signed off, and the first claim we made when our heating system started acting up, we were told we're not covered. We challenged this with the customer helpline and after looking into it they said they were prepared to 'discuss assisting with costs' for the maintenance needed. The policy states 'full cover' and as everything was signed off after their inspection we do not believe this to be fair. We have since written to the Head of Customer Service and sent a copy to the CEO. It's been almost 2 months now since the technician came out to see us and now we aren't getting any help from anyone at SE.

Is there a consumer board that we can raise this with?

Thanks for your help

http://www.southern-electric.co.uk/uploadedFiles/CoreMarketingSites/Assets/Documents/ComplaintsHandlingStatementAndProcedureSouthernElectric.pdf

Your letter of complaint to the Head of Customer Services suggests you may have already got as far as, and completed, step 2.

macman

It might help if you said what the fault is that they say isn't covered?
Cover is usually in 3 categories: boiler, CH/|DHW system and controls, and the remaining plumbing system (cold water etc)

Fire_Fox

Follow the formal complaints procedure, then raise the issue with the ombudsman.