Scottish Power. FIT payment not received.

anotherbob

Scottish Power have sent their customary letter to say how much my FIT payment is for the last quarter. However they have not paid it into my bank account. Normally I get the payment a week or two before the letter. Problem is (as ever) I cannot contact them to sort things out. Their HELP chat only deals with those having problems paying their energy bills. I've emailed the address given on their website FIT@scottishpower.com but answer came there none. 
Can anyone advise me what else I might try to get this sorted? 

Turneste

I am in the same position now (March 23) they want everybody to sign up to a payment system called MINFO, and say they can't pay FIT payments until this is completed. The Minfo site seems to be administered in Spain and Scottish Power say they have no responsibility for it, but the site does not work!! I have sent 10 e mails and tried everything to register my Bank details on the Minfo site but it will not accept them. Nobody from Scottish Power will help and keep referring me to a help telephone number which constantly says "Try Later" I have made a number of complaints but all I get back is "someone will contact you" nobody does- I imagine there are lots of Scottish Power FIT customers waiting for payment

ispookie666

Oh dear! 
 how do you move FiT providers ?

gilbert67

Its so frustrating they have sent me a statement saying they have paid me but no payment received and no way to contact them other than their useless chat bott and emails are not answered .

sav0

i sent scottish power my fit readings on the 1st april and just received payment today 25/04/24

CynicAlly

I would be grateful for advice please.  I am trying to assist my 92 year old neighbour obtain about 6/7 months FIT payments as she cannot understand why she has not received them.  She has received a notification from Scottish Power however that her monthly direct debit will rise by £25 from June 2025.  She no longer uses a computer or an email address, so I phoned and was told her account was suspended and to resurrect it I needed to email a reading and a photo of the meter at the time of the reading.  I have now done this. 

 Having been passed to various Customer Service people today I spoke to someone who confirmed they had received my email and were dealing.  When I asked why this was necessary, as she has a smart meter I was told that they did not use those readings as it was "not from the correct meter" and was not acceptable.  Also that removing the suspension notice would take six to eight weeks and they would need another reading and photograph before actually making the payment.  

My neighbour is elderly, easily confused and doesn't understand why she has to wait so long.  I asked to speak to a Manager or be given the name of a Manager to contact.  The lady I spoke to said that she was unable to give the names of the people in the "back office"   Can anyone give me a contact name for someone with some authority in the Company.  It seems to be in dire need of a re-organisation. Is there any point in contacting the Ombudsman at this stage or do I need to await events?

QrizB

CynicAlly said:

When I asked why this was necessary, as she has a smart meter I was told that they did not use those readings as it was "not from the correct meter" and was not acceptable.

That is correct, yes. It would be very unusual for the solar generation meter (the meter that's relevant for FIT payments) to be a smart meter. Generation readings need to be submitted manually.

You did send a photo of the generation meter, not of her smart supply meter?

CynicAlly said:

 I phoned and was told her account was suspended and to resurrect it I needed to email a reading and a photo of the meter at the time of the reading.  I have now done this.

FIT asuppliers are obliged to get a confirmed FIT generation meter reading every two years. They used to send a meter reader out but they might now be asking the householder to send a photo. If they haven't had a reading, they will suspend the account until this is confirmed.

CynicAlly said: 

Can anyone give me a contact name for someone with some authority in the Company.  It seems to be in dire need of a re-organisation. Is there any point in contacting the Ombudsman at this stage or do I need to await events?

If you think you have reason to complain, you (your neighbour) will have to follow SPs complaints process.
https://www.scottishpower.co.uk/support-centre/complaints

CynicAlly

Thank you Griz B

Luckily I did send the correct photograph.  Having done so it seems a very long time to wait just for the suspension to be lifted.  I am learning as I go along as I have no experience of solar panel tariffs or smart meters!

I will have a look at the support/complaints link you've given.

Thank you again.