Stuck with Scottish Power

Sarahv89

Hi all,

I'm looking for some advice/help/guidance.
In April 2018, I tried to change suppliers from Scottish Power, to a challenger energy provider (irrelevant at this point but I think it was bulb) .
Unfortunately, in April of 2018, I was unable to move as I was advised that my property was not registered on the national database.

I got back in touch with Scottish power who checked the database and confirmed that it had never been updated: my property was registered as a plot number whilst being constructed and had never been updated to the actual address since July 2017 - the Scottish Power agent advised this was an automated cycle that had unfortunately failed.

To add to this, in February 2018, I had smart meters installed at the property, by Scottish Power. I now know that this meant that not only was my address incorrect on the national database, but so was the serial number for my meter

So - nearly a year after I found out about the problem, and 18months after its inception, I am still unable to move suppliers.

Everytime I speak with Scottish Power Im advised that I will receive a call back, but never do. When I email Scottish Power, I receive a polite holding email saying someone will be in touch - they never are.

I have contacted the Ombudsman who believe that because I have stayed in contact with them, there is no breach of service.

I am now in the situation where I have sold my house and dont want to leave the new people in the mess Ive found myself in with Scottish Power.

I'm really clueless as to what I can do here:
- I have tried to escalate with Scottish Power but no one ever comes back to me
- I have tried to escalate to the Ombudsman but they wont take the case
- Ive been told to contact the National Database directly but I dont know who this is or how I contact them - other threads suggest they wont talk to me anyway

I am still sent bills from Scottish Power, at a higher rate than I would have switched to, and due to the complaint not being resolved, they won't do anything with my bill.

Anyone - help! please?!

Carrot007

This is really something you should have been active in.


However not everyone wents to pay attention to such things.


I could help with the elec. Don;t do much gas. But if you PM me your Address and serial number (and mpan if you have it on your bill) I can give you some commentary on what to do.


FWIW when I was a scottish power customer I found the only good way to relaove was though the online chat. The people you ring are on targets and low wage and do not want to deal with COMPLEX. So that a option if you do not want to give me your details!

Sarahv89

Hi Carrot,

I have been as active as required but as theyve said, there is very little I can do. I am not able to change these details myself. My comment around me having to keep in contact was to point out that they have made to proactive effort to manage my case (i.e. months of no contact from them), but this seems to be irrelevant to the ombudsman rules (Much to my surprise!)

I believe that my electricity is actually now sorted - but my gas that remains un-shippable (or at least this is the most recent update ive had). I will DM you anyway if you're able to check for me, just so I can at least be sure I am 50% of the way there!

Many thanks