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  • FIRST POST
    • Former MSE Paloma
    • By Former MSE Paloma 15th May 15, 10:02 AM
    • 526Posts
    • 245Thanks
    Former MSE Paloma
    MSE News: Scottish Power sets UK record for energy provider complaints, charity says
    • #1
    • 15th May 15, 10:02 AM
    MSE News: Scottish Power sets UK record for energy provider complaints, charity says 15th May 15 at 10:02 AM
    Scottish Power received the highest number of complaints ever recorded for a UK energy company in a three-month period ...

    Read the full story:

    Scottish Power sets UK record for energy provider complaints, charity says




    Click reply below to discuss. If you havenít already, join the forum to reply. If you arenít sure how it all works, read our New to Forum? Intro Guide.

Page 1
    • gsmlnx
    • By gsmlnx 15th May 15, 10:30 AM
    • 1,541 Posts
    • 1,118 Thanks
    gsmlnx
    • #2
    • 15th May 15, 10:30 AM
    • #2
    • 15th May 15, 10:30 AM
    No surprise there then.
    • VT82
    • By VT82 15th May 15, 10:49 AM
    • 1,038 Posts
    • 877 Thanks
    VT82
    • #3
    • 15th May 15, 10:49 AM
    • #3
    • 15th May 15, 10:49 AM
    Why did the spokesperson feel the need to mention that the new I.T. system cost £200m? That is not a good thing!!!
    • Cisco001
    • By Cisco001 15th May 15, 10:56 AM
    • 3,054 Posts
    • 1,309 Thanks
    Cisco001
    • #4
    • 15th May 15, 10:56 AM
    • #4
    • 15th May 15, 10:56 AM
    Better than EE, at least i got a bill with Scottish Power previously...
    • DigiGuru
    • By DigiGuru 15th May 15, 11:34 AM
    • 21 Posts
    • 9 Thanks
    DigiGuru
    • #5
    • 15th May 15, 11:34 AM
    • #5
    • 15th May 15, 11:34 AM
    I had major problems with Scottish Power after moving away from NPower (due to problems with them!)

    After moving to them on the 9th September 2014, I was unable to supply meter readings. I contacted them on multiple occasions, but felt their responses were unsatisfactory.

    I ended up going to the ombudsman and they sided with me, agreeing that Scottish Power should resolve the problems within 28 days from the end of January and credit my account with a £100 good-will payment.

    I received a letter at the end of February apologising for still not being able to resolve my issue with the gas part of my dual fuel account, but stating that to make up for this fact, I would not be charged for gas until the account was correctly set up.

    As of the 9th May 2015, they finally managed to set up my account correctly (though I'm still waiting for them to correctly send my exit reads to NPower as they used estimated reads that were WAAAAY off!) and I will be credited with approximately £380 for gas used from the 9th September 2014 to the 9th May 2015.

    Once all of this is resolved, however, I will be moving to another supplier regardless.

    To sum up, if you're not happy, complain - make sure it is known and then, if you're still not happy with the response, do go to the ombudsman - you may be pleasantly surprised!
    Last edited by DigiGuru; 15-05-2015 at 11:39 AM.
    • Pincher
    • By Pincher 15th May 15, 11:52 AM
    • 6,516 Posts
    • 2,491 Thanks
    Pincher
    • #6
    • 15th May 15, 11:52 AM
    • #6
    • 15th May 15, 11:52 AM
    "To make improvements we have added 700 new customer service advisers and we worked closely with Ofgem on call waiting times, outstanding bills and ombudsman complaints."


    About 10 years ago, we lost broadband for about three weeks with Tiscali. Every day, it took only a couple of minutes to get through to an Indian call centre. They always insisted on taking us through the diagnostic procedure, and then they say they will send an engineer. Very simply, the moment an actual engineer is on the job, and calls me up so there is somebody at both ends, we sorted the problem out pronto.


    700 new bees who can go BUZZ just means that somebody will pick up, it doesn't actually help. The rate at which anything is done is dependent on Mildred and Gerald in Accounts, and how often Ian in IT can reboot the computer when it falls over. All the Indian bees do is generate an e-mail, which is queuing for Mildred and Gerald to sort out.
    Last edited by Pincher; 15-05-2015 at 3:23 PM.
    • Consumerist
    • By Consumerist 15th May 15, 7:12 PM
    • 5,199 Posts
    • 2,602 Thanks
    Consumerist
    • #7
    • 15th May 15, 7:12 PM
    • #7
    • 15th May 15, 7:12 PM
    . . . and the company says it has taken steps to deal with its backlog of complaints such as hiring new staff, extending call centre hours and setting up a special phone line for vulnerable customers.
    So, from now on that'll be higher prices as well as bad service, then.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • corners
    • By corners 16th May 15, 11:18 AM
    • 108 Posts
    • 63 Thanks
    corners
    • #8
    • 16th May 15, 11:18 AM
    • #8
    • 16th May 15, 11:18 AM
    Having been switched to Scottish Power in early 2014, after their mix up, I had major problem just sorting out the direct debit, and sorting out who should be my supplier, ending in a complaint to Scottish Power, also unresolved, which went to the Ombudsman, and was decided around October 2014.

    In December 2014 I received a letter from Scottish Power stating they were unable to comply with the Ombudsman's decision and that they 'will write off all consumption charges during the period we have been working to resolve the issue on your account until it is fully resolved.'

    A few weeks ago I started getting emails requesting meter readings, which were iput, followed by a further request to provide another meter reading, also complied with. I then received a phone telling me that my bill was overdue and today I receive a final demand, threatening to pass to escalated collections within 7 days.

    I've tried phoning but no-one can help, they can only reassure me not to worry!!!!.


    URGGG
    £500 saved this year on annual Building & contents cover
    £200 refund from bank for address error & missing bank card
    * Free * gas and electricity pending supplier's compliance with Ombudsman's decision.
    • noodle doodle
    • By noodle doodle 17th May 15, 12:49 PM
    • 362 Posts
    • 806 Thanks
    noodle doodle
    • #9
    • 17th May 15, 12:49 PM
    • #9
    • 17th May 15, 12:49 PM
    phone telling me that my bill was overdue and today I receive a final demand, threatening to pass to escalated collections within 7 days.

    I've tried phoning but no-one can help, they can only reassure me not to worry!!!!.
    :
    Originally posted by corners
    Oh they've done the same to me every month this year. Their software upgrade has broken down, possibly irretrievably, so they keep saying not to worry about the threatening letters

    as someone working on a project with S.P. I see this from another angle too. We've been promised data from them for months and they still can't deliver...
    • Charis
    • By Charis 17th May 15, 7:28 PM
    • 1,293 Posts
    • 13,610 Thanks
    Charis
    Whoops!
    I only noticed, because of the MSE article, that I haven't had any correspondence from Scottish Power since January. They used to ask for a reading at the end of each month, then let me know when a bill had been organised, which I normally downloaded and checked. I just tried to get onto their website (Sunday, 8.25pm) only to find the web page won't load. Another less than satisfied customer.
    • guido342
    • By guido342 18th May 15, 10:18 AM
    • 119 Posts
    • 3,519 Thanks
    guido342
    It took me almost 5 months to get Scottish Power to send me a bill, so that I could check my consumption. That was in February, my bill showed that they have been charging all my electricity at the standard Day Rate, when I'm on an Economy 7 plan (there is no gas supply), I've been trying since then to get them to put my bill right. I would move in a heartbeat, but I don't want to pay the full rate bill before I leave them or I'll probably not get it back. They make very reassuring noises every time I call them, but that's where it ends. SO DAMN FRUSTRATING.

    Time for my monthly follow up call today (18/05) - website down, so can't check if any updated messages.....
    Last edited by guido342; 18-05-2015 at 10:23 AM. Reason: Additional information
    • A Flock Of Sheep
    • By A Flock Of Sheep 18th May 15, 10:37 AM
    • 5,047 Posts
    • 6,634 Thanks
    A Flock Of Sheep
    I don't get it. I recall a time prior to the big sell off by the government of our utilities.

    Folk consumed power and received a bill and wrote a cheque and sent it in the post or took it to the bank. As far as I know the computers back then were less powerful and sophisticated than they are now. Yet it all worked.
    • harz99
    • By harz99 18th May 15, 12:42 PM
    • 2,833 Posts
    • 2,793 Thanks
    harz99
    As I type this Scottish Power have just missed their second appointment in a month to change our gas meter.


    First time their agent didn't process the payment to the booking properly so despite having the cash the appointment got cancelled.


    This time, it appears their contractor G4S cancelled the date and have rearranged it. Supposedly I was informed by letter - not.


    A phone call to G4S to try and get the rearranged date changed as it doesn't suit me, resulted in me leaving my details and availability as the call centre agent can't make those changes, so they will ring me back - I'm not holding my breath.


    Scottish Power have already made me one £20 failure payment, another will soon reach me for today - I don't want their money, just want to get rid of a prepayment meter for a credit one.


    And the electricity supply is equally a joke - not. They input different readings to those I supplied to my account when I took the property over, and have taken several phone calls and weeks to sort that out, all the time billing me for use far in excess of my actual usage due to our solar panels.


    To cap all that when I logged into the messages section of my account, I find half a dozen messages relating to other peoples accounts!!


    As soon as I can get this meter sorted I'll be off to EDF, whom I have never ever had this much trouble with.


    Stay away from Scottish Power is my advice.


    And with this level of complaints/problems I would have hoped MSE would not be recommending any SP tariffs whether best buys or not.
    • jamdown
    • By jamdown 18th May 15, 1:26 PM
    • 44 Posts
    • 7 Thanks
    jamdown
    Scottish Power
    I signed up for their Homecare premium boiler care they took the first payment in July 2014. I decided at the beginning of May 2015 that I am cancelling my contract as I have not received an inspection or a service, and that I wish to have my payments reimbursed. Having put my complaint in via complaint resolver they called me today to say that they were trying to arranging for me to have an inspection, funny this was decided 2 days before I had called to cancel. And on top of that I cannot get a refund. What did I pay for?????????????. My contract letter states it is important to get an inspection as if your boiler breaks down to may have to pay if they are called out. Now the ombudsman is telling me I have to wait 8 weeks for them to help me. I waited 10 months and never saw an engineer, these companies need to get shut down.
    • harz99
    • By harz99 18th May 15, 3:32 PM
    • 2,833 Posts
    • 2,793 Thanks
    harz99
    Well G4S did call and have rearranged my appointment for another 10 days time, at least this one is afternoon so I won't have to waste the whole morning waiting in.


    I also managed to get a phone number which I can ring on the day to check the appointment is still on, shame SP don't offer that facility!


    So if all goes to plan it will have taken two months to achieve - here's hoping.
    • scaredofdebt
    • By scaredofdebt 21st May 15, 7:01 PM
    • 1,289 Posts
    • 633 Thanks
    scaredofdebt
    SP are using the same IT system that npower has been using for the past 3 years or so. These IT salesman are really good, the UN needs to get them working on World peace!
    • anguilla
    • By anguilla 24th May 15, 8:26 AM
    • 95 Posts
    • 604 Thanks
    anguilla
    Oh the joy of Scottish Power...

    I was with them just over a year ago and left after they couldnt deal with switching from a dual rate to single rate meter whilst remaining with them.

    Fool that I am, I moved back in March as they were the cheapest and I figured that as all they had to do was take the meter read & send it on to my last supplier and nobody could mess that up, could they?

    Oh yes they could!

    Firstly I couldnt enter my new readings on the site so I had to call them.

    Then a month later I got my gas part of the direct debit taken but not electric. A phone call later I got an apology that they hadnt actually sent the electric reading on as it wasnt entered in their system. OK mistakes happen so everything is going to be fine now, right???

    Err, no.

    I called them again as I still hadnt received a final bill from my previous supplier and that was because Scottish Power hadn't sent it.

    Phone call went like this... "We have not received your final reading"... "Look at your notes for March, you had both Gas and Electric on the same call"... "Err, we have not sent them on".

    Needless to say another complaint has been raised and I'm leaving them for good this time!
    • harz99
    • By harz99 9th Jun 15, 5:17 PM
    • 2,833 Posts
    • 2,793 Thanks
    harz99
    Decision time.
    Well G4S did turn up, later than expected, and changed my gas prepay to a credit meter, however they did call to let me know.


    The engineer who did the job let slip that his duties that day were to be an emergency call out person, not servicing normally booked calls.


    It appears the G4S practice is to allocate normal bookings to these guys on the day, and hope they don't get an emergency call! He got an emergency which is why he was late.


    Anyhow, some 8 working days later my online account still has not been updated, and I can't submit gas meter readings. Thus, I can't generate a bill and reclaim the overpayment SP is sitting on.


    A phone call this morning, ended with me now knowing that to update their systems re the new gas meter will take up to SIX weeks, but that they will try to process a separate refund for the electric account before then.


    Meanwhile I want to do a collective "Epic" switch but this offer ends on 15th June, well before the 6 week period is up - should I still go ahead and switch? Decisions.......
    • fatbelly
    • By fatbelly 9th Jun 15, 5:24 PM
    • 13,744 Posts
    • 10,807 Thanks
    fatbelly
    Currently leaving Scottish Power in 2 properties. Different problems on each but fed up with their total incompetence.

    On property 1, they have said that we have missed a monthly payment and are threatening:

    we may instruct a debt collection agent to collect the outstanding amount or fit a prepayment meter where it is safe and practical to do so. You will be charged £22.62 (including VAT) for this visit.
    We can also register a default notice against you with credit reference agencies. This could mean you won’t be able to get credit or borrow money.
    yet the payment is showing as going out of my bank account and is showing in their account when I access it online!

    Marking my credit file may be difficult as they have garbled my name beyond all recognition and are refusing to change it.

    On property 2 they are continuing to take far more than needed by direct debit and are ignoring my communications. Despite opting for a refund of anything over £75 in credit they held on to a huge credit at my annual review.

    Update: swapped on property 1 and received a cheque for £3 credit in a name that my bank will probably not recognise.

    Cancelled d/d on property 2 and will just allow credit to be used up before swapping. I think it might last me a year!!
    Last edited by fatbelly; 17-07-2015 at 8:59 AM. Reason: Update
    • corners
    • By corners 30th Jun 15, 8:06 PM
    • 108 Posts
    • 63 Thanks
    corners
    Having been switched to Scottish Power in early 2014, after their mix up, I had major problem just sorting out the direct debit, and sorting out who should be my supplier, ending in a complaint to Scottish Power, also unresolved, which went to the Ombudsman, and was decided around October 2014.

    In December 2014 I received a letter from Scottish Power stating they were unable to comply with the Ombudsman's decision and that they 'will write off all consumption charges during the period we have been working to resolve the issue on your account until it is fully resolved.'

    A few weeks ago I started getting emails requesting meter readings, which were iput, followed by a further request to provide another meter reading, also complied with. I then received a phone telling me that my bill was overdue and today I receive a final demand, threatening to pass to escalated collections within 7 days.

    I've tried phoning but no-one can help, they can only reassure me not to worry!!!!.


    URGGG
    Originally posted by corners
    Fast forward to june 2014 and finall SP send me a bill- at standard cash quarterly bill rate, and not the Online Fixed Price Energy February 2015 V3 Offer!!

    Here we go again.
    £500 saved this year on annual Building & contents cover
    £200 refund from bank for address error & missing bank card
    * Free * gas and electricity pending supplier's compliance with Ombudsman's decision.
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