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United Kingdom : SSE achieves its first Crystal Mark.

SSE has achieved its first Crystal Mark from the Plain English Campaign for its communications with customers.

The first letters carrying the campaign s official seal of approval will be sent out to vulnerable customers who may be eligible for help with their energy bills through the Priority Assistance Fund.

Launched in 1990, the Crystal Mark is now used by over 1,600 organisations who want to provide the clearest possible information to customers and stakeholders.

When awarding the mark, the Plain English Campaign looks for the use of everyday English, explanations of technical terms, clear and helpful headings, good type sizes and a clear typeface.

Louise Bailey, SSE s Vulnerability Strategy Manager, said: We know our industry can be complex and people can find it confusing, so this is another way SSE is making a real difference for customers.

The Crystal Mark seal of approval lets our customers know we are committed to clear and honest communications, written in plain English and that we welcome feedback on our letters and communications.

Chrissie Maher OBE, founder and director of the Plain English Campaign, said: We welcome SSE s commitment to obtaining the Crystal Mark, and to providing the clearest possible information to its customers.

SSE was recently recognised as the best performing of the 10 largest suppliers, with the lowest number of complaints accepted per 100,000 customers in complaints data published by Ombudsman Services: Energy. It has also announced customers can now expect a speedy resolution to any issues they are experiencing or seek an independent review after just four weeks.

In March SSE took the decision to cut the time from eight weeks to six since which point it has retained its position at the top of the league tables despite no other supplier matching its commitment.

While SSE already outperforms the rest of the market, over the next twelve months it will go a step further in promising that if it is unable to resolve an issue to a customer s satisfaction it will inform them of their right to contact the Ombudsman after four weeks, twice as fast as the industry standard of eight.

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Publication:Mena Report
Date:Sep 13, 2015
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