Scottish Power

GDB2222

I complained to Scottish Power, but they just refuse to deal with my complaint, or even acknowledge it. Because they won't deal with it, they keep phoning me up to nag me, which is starting to get annoying. Is there any way I can force them to deal with it, or do I just have to wait until 8 weeks have elapsed and take it to the ombudsman?

They really are incredibly poor.

Mark_d

Have you made an official complaint through their complaints procedure?

DE_612183

have you had a deadlock letter?

p00hsticks

What exactly are they 'nagging' you about ?

TheMilkmansDad

What exactly are you complaining about? Depending on what it is, it's hard to comment.

GDB2222

Mark_d said:

Have you made an official complaint through their complaints procedure?

DE_612183 said:

have you had a deadlock letter?

Their complaint procedure requires that I submit my complaint to the customer service team. They ignored my email, so after two weeks I had an hour's online chat. They could not resolve my problem. I asked for the complaint to be escalated, but they refused. I asked for a deadlock letter, and they refused. They are simply not interested in applying their own procedures.

Because this hasn’t been resolved, they keep ringing me. Several times today alone. It’s becoming vexatious . I blocked them on my mobile so they phoned my landline, and they have different numbers they call from. 

matt_drummer

Why do they keep calling about your complaint if they don't want to deal with it?

It sounds like they are trying to deal with your complaint by calling you several times a day.

Don't you want to discuss your complaint with them?

GDB2222

matt_drummer said:

Why do they keep calling about your complaint if they don't want to deal with it?

It sounds like they are trying to deal with your complaint by calling you several times a day.

Don't you want to discuss your complaint with them?

They are not calling about my complaint. I’m complaining about something else. Anyway, it sounds like nobody has an answer to my question, which is fair enough.

400ixl

Difficult to say when you dance around what the actual problem is.

Scot_39

Have you been formally notified they have closed the complaint ?

Or just that the person you were chatting to was unable to resolve.  Normal CS reps can have very little power in some orgs

Is it therefore possible still active in the system until someone with higher authority deals with it ?

There is a reason you have to wait 8 weeks before escalating to Ombudsman  - it is to give companies time to respond.

You seem to have had multiple issues going on - perhaps in parallel from the above comment - and other recent threads, and so maybe getting understandably frustrated / impatient.

But the reality is you need to give them the time they are allowed to respond.

The 8 week deadline they are only too aware of - and it's quite a useful leverage point - so if not heard just before deadline another call saying going to Ombudsman in week 7 say - might be taken more seriously.

But as I say reality is time is likely currently on their side right now - 2 weeks isn't the upto 8 weeks they are allowed (and in reality an overloaded Ombudsman service referral can itself take weeks / months as well)

SP are not the company they were - perhaps Iberdrola parent influence.

I tried to get my parents to leave them and SG years ago.

GDB2222

Scot_39 said:

Have you been formally notified they have closed the complaint ?

Or just that the person you were chatting to was unable to resolve.  Normal CS reps can have very little power in some orgs

Is it therefore possible still active in the system until someone with higher authority deals with it ?

There is a reason you have to wait 8 weeks before escalating to Ombudsman  - it is to give companies time to respond.

You seem to have had multiple issues going on - perhaps in parallel from the above comment - and other recent threads, and so maybe getting understandably frustrated / impatient.

But the reality is you need to give them the time they are allowed to respond.

The 8 week deadline they are only too aware of - and it's quite a useful leverage point - so if not heard just before deadline another call saying going to Ombudsman in week 7 say - might be taken more seriously.

But as I say reality is time is likely currently on their side right now - 2 weeks isn't the upto 8 weeks they are allowed (and in reality an overloaded Ombudsman service referral can itself take weeks / months as well)

SP are not the company they were - perhaps Iberdrola parent influence.

I tried to get my parents to leave them and SG years ago.

I have, finally, left them.  I thought this would be a blessed relief, but there's a problem over the final account, which they have messed up. Hence, my complaint.  So, they are continuing to plague me from beyond the grave, so to speak. 

Yes, you are absolutely right that I am getting impatient and frustrated. I'll forget about it for the time being, and diarise ahead.