Add your feedback on energy supplier Scottish Power

gezkc

I switched both my account and my parents' account from British Gas to Scottish Power recently. In both cases, the switch was a complete catastrophe. They make up meter readings, ignoring the actual readings we've provided to them, and create bills based on "estimated" usage that are so ridiculously inaccurate, it'd be funny if it wasn't so distressing.
They've just sent my parents a bill saying their direct debit payment will be increasing from £108 per month to £1100 per month, despite being £88 in credit on their account.
Trying to get in touch with them to correct their errors is also impossible - they keep you held in a queue for 20 minutes plus, don't call back if you request ring back, and don't respond to online form requests.
They are the most incompetent company I have ever dealt with. Don't be tempted to move to them by lower energy prices - they are an absolute joke. Avoid Scottish Power at all costs!

Hoof_Hearted

shackman wrote: »

try [EMAIL="richard.tasker@scottishpower.com"]richard.tasker@scottishpower.com[/EMAIL] . He's "Head of Customer Escalation & Resolution, Customer Service".

I only found out about Richard after I contacted the company's CEO, Neil Clitheroe. He's been having problems with emails because of the CEO email web site, so he's changed his inbox address to [EMAIL="Neil.D.Clitheroe@Scottishpower.com"]Neil.D.Clitheroe@Scottishpower.com[/EMAIL] . He too will be glad to help.

You can reach either of them via Scottish Power's switchboard which is a strangely elusive phone number. It is, in fact 0141 568 2000

Hope some of you find that helpful.

I emailed both of these and have had a reply. We'll see what happens from now.

tigerminxy

I switched from Scottish Power a few months ago via the Cheap Energy Club. Electricity went smoothly enough but the gas switch hasn't worked at all. They say EDF (my old supplier) have blocked the switch. EDF say they haven't. Scottish Power are insistent they can't do anything until EDF remove the block but EDF have sent me a final bill and have confirmed that, as far as they're concerned, I'm no longer their customer.
All this is great on the face of it: I'm basically getting gas for free. But I'm in the process of selling my house and am worried about how much time I'm going to waste trying to deal with Scottish Power when they inevitably mess up closing my account. (If they hadn't made such a mess of the switch I'd have happily taken them with me to the new house but there's no way on earth I'm going to do that now.)

I've wasted hours trying to be an honest customer and get someone to bill me but I've had enough. As far as I'm concerned, I've made best endeavours and it's up to them to work it all out now.

rd350lc_2

I would like to add the service I have recieved from SP customer service is the worst I have ever had from any energy provider over 25 years , we had agreed an exchange of meter after a strange massive spike in electric consumption that resulted in my bills going up 60%!, that resulted in a no-show from the fitter with no explanation or apology ,I complained asking for some compensation for my loss of earnings and have heard nothing in the past 3 weeks about it .I tried calling them over the last few days to ensure the rescheduled (supposed to be tomorrow) meter exchange would be happening ,but after fruitless hours being on hold I gave up. I will definitely be leaving them when my sentance is up !

eco

eco wrote: »

I contacted the customer relations email, and received some lovely emails informing me my electricity account is in debit, well it wasn't in December when the account along with the gas should have been closed.

Truly outstanding that they can't close an account since December, and on the 13th June they said they would get the details from my current supplier and be in touch, well nearly on the brink of August and guess what no email to update me on progress, and my account is still current.

Truly remarkable how totally incompetent this company is, it's time for the ombudsman cos I feel they have had enough time to rectify things.

poppellerant

Where on earth do I start with Scottish Power? They are the most incompetent company I have come across and they employ miserable people, some of which are very rude. If any of that wasn't bad enough, you have to wait in a queue to experience all of this.

I switched to OVO and I'm glad I did. I usually find myself speaking to somebody decent within 30 seconds from my final choice on the menu. OVO seem to speak to you with respect and take the time to explain things - often with sincerity, I've found. I just hope OVO don't go down the same route as Scottish Power in terms of customer service.

NeverInDebt

Bad reviews on trustpilot

All seem to say more or less same thing poor customer service, lack of being contactable. They use to be great years ago

One user said "Lord Lucan easier to contact"


Says it all

https://www.trustpilot.co.uk/review/www.scottishpower.com

POLAR_BILL

Yesterday Scottish Power took £90 from my account despite my new supplier taking a meter reading yesterday for one of my supplies which is changing next week. My new supplier is taking £96 next week. I am now £300 in credit with Scottish Power. I hope I can get this back as I see so many people seem to having trouble getting their money back.

eco

I've been on facebook there's a site called Scottish Power name and shame, there's a message with the following email address's that might help
contactus@scottishpower.com
keith.anderson@scottishpower.com
colin.mcneill@scottishpower.com
sheila.duncan@scottishpower.com
neil.clitheroe@scottishpower.com
CustomerServiceDirector@scottishpower.co.uk [EMAIL="customer.services@scottishpower.co.uk"]customer.services@scottishpower.co.uk[/EMAIL]

Email them all, spread your complaint, also post your complaint on the thread on facebook, it might just spur them into action

colstu310

In the process of leaving SP just now.......
Had problems since Feb with a large quarterly bill that i wanted to sort & spread balance over summer months & set up DD's correctly etc
All seemed well, offered new plan & credit to acc, DD set up correctly to be told that my DD had missed the cut off & would be the following month.
SP not taken any money from my acc since!!
Raised a complaint to get it sorted complying fully with their process & got no reply, had to go via a director email to escalate it.
Advised that everything was sorted but was received various outstanding balance, final demand letters & a letter from a debt collector called "Sterling Collections". I believe this is just a part of SP as it had a SP bank giro slip attached.
Advised that i had no need to worry abt these letters as it was all in hand so I took no action & still no DD collections.
Received a hand delivered letter this week threatening the application for a warrant to enter my property to switch off my energy & that i had to call to pay off the balance.
When i called it turns out:-
1) the DD had not been set up correctly & SP were at fault for this
2) the complaint had actually been closed without my approval
3) the outstanding balance was an estimated amount
4) gave readings to get an actual balance & they couldnt process it, "system wont let me" nonsense reply

To be fair to the advisor, she called me back today & it had now allowed her to bill it to date so i have cleared 95% of the balance & will clear the rest next week & move providers.

Complaint filed with the energy ombudsman on the whole situation.

SP have treated me like a scumbag who was refusing to pay a bill when they had been instructed to take money & hadnt done so.

Complete lack of communication between depts,
Cust serv staff are nice & seem helpful but most of the time they dont action what they say they are going to do,
Threatening letters stating entry to homes to collect money & turn off energy are disgusting,
Will say they have tried to get in touch but every phone number i have gave them (4 in total) all have answer machines & not one message left & no emails or letters received other than "you owe us money"

Stay well clear if possible.......
Rant over.......now on to moving suppliers :T