How do I formally complain about Scottish Power?

Cookiepops

I moved at the start of July and submitted my final meter readings. My account has always been heavily in credit, despite numerous requests for refund of money at the day of moving it was over £300 in credit (because strangely they never reduced my DD). Anyway, its been 2 1/2 months now and I have been waiting for this final bill. Ive lost account of the number of emails and phone calls Ive made to them. I've been told something different every time (and for the mails I have kept these to provide it) - from "final bills take 8 to 10 weeks" even to "your account is under investigation, it is with the relevant department, please allow us 30 days to resolve your query".
Last week I got through to a very helpful lady who is also a complaint handler, she was appalled at the level of service I had. She said they had my final readings, they hadn't been put through (seeming a known issue with the system). She called me back half an hour later to say she had forced them through the system, I would receive my final bill and I was £229 in credit and this would be transferred to my bank account and I would receive it within 5 working days. She also said a complaint had been registered on my account (although I hadn't actually complained). She said one of the customer advisors must have done it but they had failed on the complain procedure to because I should have been told about it, what it would involved and the deadlines set for resolving a complaint. Anyway I thought this was all sorted but Ive still not receive my money. I called again today and the advisor I spoke to now says payments aren't made into bank accounts but by cheque. He has now passed it to the relevant department to raise the cheque and that would take 10 working days.
Part of me wants to wait for the cheque but part of me is fuming and think its yet another delay tactic to hold onto my money. Im going on a short holiday next weekend and really needed that money and now I won't have it and have had to borrow money.
Any advice? TIA

Quentin

Scottish Power formal complaints procedure:


http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints/


Good luck

savemoney

I got over £300 in credit with those muppets. Glad I am leaving them in two days, I agree there customer service is the worse I have ever come across in many years. cant wait to leave them but so not looking forward to getting any money back. I will stick to writing via post or possible email Email [EMAIL="customer.services@scottishpower.co.uk"]customer.services@scottishpower.co.uk[/EMAIL] and not bother with phone as they never answer or reply.

I have always paid my bills on time and always been proactive in sending meter readings and have only 5 weeks in which last bill was sent usually do it monthly but due to switch I left in until yesterday via new supplier.

vpdanas

Unbelievable!!! I was just logging on to write your exact complaint! I am £300 in credit and due refund on gas but told the electricity needs to be finalised manually due to error on changing system!!! I've been waiting since June!! Fobbed off like yourself ... Every time. I followed their complaint procedure fully and at final complaint stage have heard nothing now. I intend to log with Energy Ombudsman as I set out in my last correspondence. I didn't mind waiting until I recently read a report that all energy giants can gain interest on overpayment money and so it's in their interest to delay refunds! It was in a national newspaper. Makes me sick as if we were to stop paying our direct debits we'd know about it!

pogofish

Given that airing my complaint about them here got me flamed and then deleted rapidly, I reckon their stooges will be all over this in the morning!

Cookiepops

yep, firmly believe this is delay tactics to hold onto money and gain interest on it for as long as possible. They were very quick to put my DD but then never reduced it despite numerous requests for my money. Im with them on a new contract in the new house as up until the move, never had any problems with them. Oh how I wish I'd had a crystall ball!

cbee01

I'm also waiting for a refund of almost £300 - having changed suppliers. Requested it a week ago and was told I'd get a reply within 5 working days. Heard nothing yet so my next step will be to use their complaints procedure and if not resolved take it to the Ombudsman - and seek compensation for inconvenience and loss of interest. I'd suggest this as the logical approach. I am fortunate I am not in urgent need of the money...but it looks as though Scottish Power have got serious customer service problems. Glad I left them!

imho

I have said this before but if SP sorted out the people like my self who they are not claiming for the gas i am using then everyone who is owing cash could be paid.I think i owe then nearly £1000 so far and they cant sort it out 11 months now.

ChilliKwok

4th Scottish power customer here with the same problem: SP are still holding £300 of my money, 2 months after I transferred to a new supplier (First Utility). Saying it will take another month to sort out.

It's obvious that a full refund of any outstanding credit should be paid immediately on the transfer date - but instead they intentionally delay the refund process for months.

Quick back of a fag packet estimate of how much money they're making from this:

Assume 10% annual churn of their 5!million customers = 500,000 customers moving each year. Assume each has £300 in credit held up for 4 months = 500,000 x £300 x 4 months /!12!= £50 million in their bank account earning £1.5 million interest pa.

Cardew

ChilliKwok wrote: »

4th Scottish power customer here with the same problem: SP are still holding £300 of my money, 2 months after I transferred to a new supplier (First Utility). Saying it will take another month to sort out.

It's obvious that a full refund of any outstanding credit should be paid immediately on the transfer date - but instead they intentionally delay the refund process for months.

Quick back of a fag packet estimate of how much money they're making from this:

Assume 10% annual churn of their 5!million customers = 500,000 customers moving each year. Assume each has £300 in credit held up for 4 months = 500,000 x £300 x 4 months /!12!= £50 million in their bank account earning £1.5 million interest pa.

Welcome to the forum.

Personally I subscribe to the C0ck-Up theory rather than conspiracy.

Whilst I agree with your gripe about the delay in refunds, IMO your assumptions and figures in the last paragraph are fantasy - you didn't help the SNP write their 'YES' manifesto by any chance;)

ChilliKwok

Yes, a c0ck-up which just happens to earn them £millions. No wonder they don't seem in any hurry to fix it. There's a Guardian article from March 2014 reporting the same issue (can't post a link but google "Scottish Power Accused of holding on to customers' cash") and multiple customers in this thread reporting the same delaying tactics.