ScottishPower failing their own customer charter!

ThinkBig_2

Having been a ScottishPower customer for over a year, I refused to accept their price increase which were due from 1st August and had it confirmed by them in an email that I would remain on my dual fuel online saver 13 tariff until I was switched over to another supplier as I had advised them before 1st August.
Despite having a written confirmation from ScottishPower they have been sending me bills for incorrect amounts for dual fuel usage using their standard tariffs as well as estimated meter readings!!!

So I decided to complain and followed the steps outlined in their own customer charter on their website. After waiting over 10days for a reply I escalated the issue to their customer service director (customerservicedirector@scottishpower.co.uk) on 18th Oct but still have had no reply.
Their own customer charter states they would respond in 5 days and keep me informed but no replies whatsoever.
So I'll have to take this up with the energy ombudsman. Surely, Scottish Power should be fined heavily for failure of their own charter.

backfoot

BG and Npower have been recently fined £2m for similar multiple failures. EDF are under investigation.

You are doing the right thing.:)

Scottish_Power

Hi ThinkBig,

Sorry to hear about the problems you are having.

As far as I am aware the e-mail address you have quoted has not been used for some time and this may be why you have not recevied a response, however this is no excuse.

If you e-mail me your details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] I will look in to your complaint for you.

Kind regards

Graeme @ ScottishPower

ThinkBig_2

Hi Graeme @ ScottishPower,

I am surprised that you say the email address I have used has not been used for some time.
The email addresses I have used are under stage 1 and stage 3 of scottish power's procedure as shown below.
I only got an auto reply from scottish power stating my emails have been logged but after that not one single reply to say my complaint is being investigated and it has now been over a month!

This is taken now (7:10pm on Tues 8th Nov 2011) from scottish power's website:

Making a complaint

If you have a complaint, please refer to our Complaints Handling Procedure. This formal escalation procedure is designed to ensure that any complaints are resolved as quickly as possible. Here’s a quick summary.
Stage 1 – Contact us with your complaint

You can:

• Call us on 0845 2700 700 (Monday to Friday 8am – 7pm, Saturday 8.30am – 1pm)
• Email us at customer.services@scottishpower.co.uk

Most issues are resolved after investigation by us at this initial stage.
Stage 2 – Customer Care Team

If we can’t resolve your complaint immediately, we’ll give you a unique complaint reference number and pass your complaint to a member of our Customer Care Team. This person will be your dedicated complaint handler. They’ll try to resolve your complaint within 10 working days, keeping you fully informed throughout.
You can ask to speak to our Customer Care Team at any stage in the process.
Stage 3 – Customer Service Director’s Support Team

If you’re still unhappy, your case can be reviewed by our Customer Service Director’s Support Team at CustomerServiceDirector@scottishpower.co.uk

Scottish_Power

Hi ThinkBig,

It appears I am mistaken, sorry.

However, I would still like you to e-mial me your details so I can see why you have not had a response.

Kind regards

Graeme @ ScottishPower

backfoot

In my opinion, you should report the matter to Consumer Direct. It is a simple online process and lodges a formal complaint against which the Supplier is monitored.

SP unfortunately, have a habit of not abiding by their own Contract Conditions, their Licence Conditions and in addition their own complaints procedures which are also Regulated.

While I believe the Rep above is genuinely trying to help you, it shouldn't be the case that they hadn't adopted the correct procedure to switching and that your subsequent complaints have been ignored.There have been many reported cases involving termination fees where amounts have been charged for no reason.

As I said above, Ofgem have understandably targeted suppliers on their response across a wide variety of complaints. Only by making them accountable can we hope for better service in future.

I also believe it will strengthen your hand for compensation for your time and inconvenience in dealing with their basic errors.

ThinkBig_2

Hi backfoot,

Many Thanks for your advise about complaining to consumer direct - I will follow that up but will give the rep from scottishpower a chance to see what he can do.

What's truly shocking is that Scottish Power are still sending me the final paper bills with completely the wrong tariff and hence the wrong amount. And then this is followed by more emails from Scottish Power demanding payment!!!



Hi Graeme @ ScottishPower,

I will forward you the emails I had sent to ScottishPower including the automated replies I got stating that my emails have been logged.
But if I do not get a satisfactory reply from Scottish Power within the next 7 days then I will raise a complaint with Consumer Direct as advised by backfoot and follow that up with escalating it to the energy ombudsman.

Also,I would like to know that as Scottish Power have been sending me incorrect billing which I obviously won't be paying until it is corrected, have they notified any of the credit reference agencies?
The reason I am asking this is because I was in the middle of purchasing a new mobile phone on a 24mth contract yesterday (as my old phone had stopped working) and when the Orange customer services adviser went to place my phone order, she could not complete the order as my credit reference check had failed - which was done by Experian(Credit Expert). Please note I have never had any credit refused before so this came as a surprise to me and can only think of problems with ScottishPower that could have affected it.

Scottish_Power

Hi ThinkBig,

Thank you for giving me the opertunity to resolve this for you, I will pick up your e-mail this morning and get back to you before the end of the week.

Kind regards

Graeme @ ScottishPower

ThinkBig_2

Hi Graeme @ ScottishPower,

Is there any update regarding my issue?

When can I expect a resolution?