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Schneider Electric's Complaints Procedure

Sustainability Business Complaints Handling Process

At Schneider Electric we always aim to put our Customers First. If you are unhappy with any aspect of our service, then please tell us about it. We will do our best to resolve any concerns quickly and effectively and provide a solution.

  • We will respond to your Complaint within 7 working days from receipt
  • We will aim to resolve your Complaint within 28 working days from receipt
  • Your complaint will be treated fairly and in confidence
  • If we are not able to reach a resolution or agreement or you are unhappy with the way your complaint has been handled, depending on your geography, you may be entitled to contact your local Ombudsman. There are some regional requirements; please see our Appendix below for more details.

To make a Complaint:

  • Please send an email to sbcomplaints@se.com or write to Schneider Electric, Claymore House, 8 Enterprise Way, Dunfermline KY11 8PY. Alternatively, if UK based, you can call +44 (0)1383 745000.
  • You will receive an automated response when we receive your email request
  • To enable us to process your query as quickly as possible please include the following details:
    • Your name, email address, and contact number 
    • Your Company or Organisation name
    • Your Client Manager
    • Copy of your current contract with us (if available)
    • What Services the query relates to
    • Brief outline of the query you would like resolved
    • Any steps already taken to resolve the query

1st Response

We will investigate your complaint with the assistance of our team of specialists and respond within 7 working days with an outline of the resolution.

If we are not able to resolve the query within this timescale we will outline the steps being taken to reach a conclusion, when your next communication from us will be and by whom.

2nd Response

We will contact you within 10 working days with an outline of the resolution. 

If we are not able to resolve the query within this timescale we will escalate the query to Senior Management Team and indicate when your next communication from us will be and by whom.

3rd Response

We will contact you within 11 working days. We expect the majority of our Complaints to have been resolved by this time. In the unlikely event that we cannot reach agreement on a satisfactory resolution your Complaint will be escalated for review and our final conclusion will be communicated.

Complaint Closed.

This [Complaints] process is in no way intended to supplant, replace nor supersede any formal contractual dispute resolution or notification process as defined in any applicable service agreements, contracts or similar documentation that has been executed between our parties and their respective legal entities.

Should you, or your organisation, wish to raise a contractual dispute or issue a contractual notice then please do so in accordance with the terms of such agreement(s).

Any complaint raised under this process shall not be considered as a contractual dispute or notice unless it is raised in accordance the terms of such agreement(s).

Appendix

UK:

If after 8 weeks the complaint is not resolved or we have reached a deadlock you will receive a letter from us outlining how to contact Ombudsman Services by post, email or phone, should you wish to escalate the complaint.

Ombudsman Services can be contacted by post at Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF, calling +44 (0)330 440 1624 or email enquiry@ombudsman-services.org. They provide an impartial and free service.