We investigated SSE’s compliance with Standard Licence Conditions 31A and 25C of the gas and electricity supply licences in relation to Annual Statements issued to Pre-Payment Meter customers.
SLC 31A sets out specific obligations concerning the provision of information on Bills, statements of account and Annual Statements.
SLC 25C, which was in force until 9 October 2017, required suppliers to take all reasonable steps to achieve the standards of conduct and to ensure that the standards were interpreted and applied consistently with the customer objective, which was to treat customers fairly. This requirement has since been modified; our enhanced Standards of Conduct came into force on 10 October 2017.
We have decided to close the case through alternative action with SSE making a payment of £1m to the Voluntary Redress Fund, in accordance with the criteria set out in our Enforcement Guidelines.
Further details can be found in the decision document.