ScottishPower Complaint Advice

danmerc

I called ScottishPower sales after finding they were the best tariff back in June. I explained I wanted to move from prepayment to credit meters - explained it is possible but must move suppliers first, and then change the meters 21 days later.

It was the end of September, after two failed engineer appointments, that the meters were changed. It is now fast approaching the end of December, and they have not updated their system to show the two new meters and set up the dual fuel account I requested.

I have had one complaint opened and closed. Opened another complaint, and it has twice been closed without my consent. (As soon as the SP rep has had enough, they change the case to "closed" without consulting you.) The second complaint went six weeks without a response because it had apparently been "closed in error".

I cannot escalate my case inside ScottishPower, instead must deal with a different agent each time who know nothing about my case. I spent an hour last week speaking to, no less than 7 different people, in at least 2 different call centres.

The second complaint is nearing the 8 week period for referral to Ombudsman service, which I intend to do. I've called and emailed again today to let them know I am unhappy and intend to pursue the complaint further and despite someone supposed to be calling back, no one has.

I've submitted a subject access request under the Data Protection Act so that I can see the full history of the phone calls I've made etc. as my phone log doesn't date back as far as June! I'm waiting to hear back for them to request the £10 fee and some ID.

Is there anything I can do additionally? Unfortunately none of the service agents are in a position to, nor actually seem to want to, resolve my complaint - and so I feel getting a third party involved is the only way to get them to sit up and take notice.

Thanks in advance for any help or advice.

[Deleted User]

Read the article from the Telegraph in the link below and follow their advice. I did and it worked for me.

http://www.telegraph.co.uk/finance/personalfinance/energy-bills/11183690/Scottish-Power-how-to-make-customer-services-listen-to-your-complaint.html