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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:26 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier Scottish Power
    • #1
    • 28th Jan 13, 4:26 PM
    Add your feedback on energy supplier Scottish Power 28th Jan 13 at 4:26 PM
    This is a feedback thread on energy supplier

    Scottish Power

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the



    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by MSE Andrea; 23-10-2014 at 10:26 AM.
Page 2
    • paulh2008
    • By paulh2008 10th Mar 13, 10:15 AM
    • 16 Posts
    • 4 Thanks
    paulh2008
    1) Scottish Power habitually increase your Direct Debit to a level that ENSURES that your account is ALWAYS in credit by a significant amount.
    Originally posted by withabix
    Not in my experience. After changing almost a year ago I'm now more than £300 in debit but they have only just upped my monthly payment to progressively repay that over 12 months, so I shall be in debit for some time yet.

    BG were varying my payment almost monthly, and whacked me onto their highest tariff when I moved house, hence the switch then. BG cocked up my switch, so gas took a month longer than electricity. And I didn't appreciate the scaremongering phone calls from them about SP.

    I can save a few pounds a year by switching to SPs latest online tariff, or another few pence a month by changing supplier (avoiding Spark!) but will stay with SP for the time being at any rate.
    • MoneyMate
    • By MoneyMate 10th Mar 13, 11:28 AM
    • 2,950 Posts
    • 13,522 Thanks
    MoneyMate
    Good Value so far.
    Changed from EDF December 2012 just as they were pushing their prices up, now fixed price until March 2014, currently saving £10 per month on DD.
    No problems at present apart from using SP site, could only enter usage info on my ipad not my Laptop for a short time, but working OK now.
    Easy change over, was kept informed by SP through out change over.
    Changed through using info from not the cheapest option available but can leave at any time with out penalties.
    Last edited by MoneyMate; 10-03-2013 at 11:32 AM.
    • Mozzanov
    • By Mozzanov 11th Mar 13, 6:28 AM
    • 186 Posts
    • 63 Thanks
    Mozzanov
    Surprisingly, I found Scottish Power simple to switch to. No problems changing to a fixed rate contract with them later either. They do like to increase direct debits, despite low usage (so they are always owing me £100-200). Funnily enough, their system just finally lowered it, but when I am leaving. (Due to moving flats and my new flat has IGT, so there would be an extra charge. Otherwise, I would stay with them as they seem to be good value.)

    After the terrible experiences I've had in the past (e.ON, British Gas and npower), this was a positive change.

    Their website isn't too great for managing your account (don't use the back button or it gets upset, bills don't always display correctly - random blank pages - and a few other small issues) and the cashback was very slow, but those are minor issues overall.
    • Mozzanov
    • By Mozzanov 11th Apr 13, 4:20 PM
    • 186 Posts
    • 63 Thanks
    Mozzanov
    Just to add to my previous post: all was fine until I went to leave Scottish Power (due to moving) and they have been hopeless (allegedly my move went "missing" on their system). (That seems to be in common with a lot of services, though.)
    • good advice
    • By good advice 11th Apr 13, 6:01 PM
    • 2,421 Posts
    • 10,505 Thanks
    good advice
    Hi every one. I have been a SP customer for many years.
    I am on the online fixed price energy January 2014 tariff which ends on 31st December. No -tie ins or cancellation fee's.

    I like being an online customer and receive a discount of £15.75 per year.
    I also receive a duel fuel discount of £16.80 per year.

    Being an online customer means I can view my account online any time I wish. I submit my meter readings weekly to keep watch on my use and cost.
    The secret to success is making very small, yet constant changes.
    • robbsafc
    • By robbsafc 29th May 13, 1:46 PM
    • 73 Posts
    • 14 Thanks
    robbsafc
    Npower not very good.
    The initial switch I made to npower seemed to go ok. However after several weeks I had still not received my contract. On contacting customer service through the link in my account on the website, the response was very slow. Eventually I had to contact the CEO just to get some response and my contract. I now find that my tariff has been changed by an automated email I received on the 28th May saying that my tariff changed in January 2013. That means the bills previously generated by nPower would not have been correct. The tariff change was not made by myself. Fortunately when communicating with nPower's Executive Complaints Team I specifically requested assurances that should I want to leave due to problems that there would be no exit fees. It is now time to exercise this. So bye bye nPower.

    Rob.
  • nPower
    Adam at npower
    The initial switch I made to npower seemed to go ok. However after several weeks I had still not received my contract. On contacting customer service through the link in my account on the website, the response was very slow. Eventually I had to contact the CEO just to get some response and my contract. I now find that my tariff has been changed by an automated email I received on the 28th May saying that my tariff changed in January 2013. That means the bills previously generated by nPower would not have been correct. The tariff change was not made by myself. Fortunately when communicating with nPower's Executive Complaints Team I specifically requested assurances that should I want to leave due to problems that there would be no exit fees. It is now time to exercise this. So bye bye nPower.

    Rob.
    Originally posted by robbsafc
    Hi robbsafc,

    Something doesn't sound right here.

    Could you send me over your details to forumresponse@npower.com so I can take a look into this for you?

    Many thanks,

    Adam
    ďOfficial Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
    • MKdriver
    • By MKdriver 9th Jun 13, 6:15 PM
    • 4 Posts
    • 2 Thanks
    MKdriver
    Scottish Power 5 hours on the telephone and counting....
    The worst service ever! Bought a flat that had Economy 7 heating. Wanted to transfer to a standard tariff. It took a £200 flight to Edinburgh, 4 months and over 5 hours of phone calls and then massive escalations to work out how this could be done. They don't even know what comes first, the electrical tail changeover or the meter removal. (I didn't know then but I do now :-) In the end they got it wrong, but thanks to a very switched-on Scottish Power meter engineer on-site and my electrician (who is an absolute star) we got it done in the end. And they had the cheek to charge me £50 for the privilege!
    So I stuck with it, just so I can switch away from them. They won't be getting any more of my money - they're incompetent, surly and money-grabbing. I'd rather pay more and get a decent level of customer service.
    • keiran
    • By keiran 10th Jun 13, 1:41 PM
    • 452 Posts
    • 228 Thanks
    keiran
    I have a great deal with SP, fixed until Jan 2015.

    But their behaviour with regard to setting D/Ds is that of simple thieves, and their ability to comprehend and respond to simple queries leads me to wonder if they employ simpletons, or on the contrary remarkably clever people who are adept at wilful misunderstanding and obfuscation

    Having said all this, I expect them to be in the same category as their fellow wicked sisters in the cartel, ably supported by the Energy ombudsknut, their pimp
    • littleacceb
    • By littleacceb 5th Aug 13, 9:26 AM
    • 30 Posts
    • 167 Thanks
    littleacceb
    We've actually decided to leave Scottish Power due to the following reasons:

    1. Understaffed call centres. The amount of time it takes to get through to someone is insane.

    2. Ignoring preferences. Despite being asked to communicate through email alone (account has to be in DH's name, but I'm the one who has more time available to deal with household admin), we received phone calls at the same time every night.

    3. Faulty telephone system. This was once we realised they weren't going to listen to our preferences (in point 2). If you wish to hold rather than be called back, pressing the button to select this option usually results in the line going dead. Furthermore, transfers between departments usually result in the call being dropped, with no attempt to reconnect.

    4. Cheeky behaviour upon our house move. Despite being provided with the meter reading as at the check-out (and official moving out date) of our rental property, they decided to add on a few days and estimate the reading. Not worth my time fighting for a few quid, but poor practice nonetheless.

    Also agree that the email responses are frustrating. YMMV!
    • flossie217
    • By flossie217 29th Aug 13, 10:57 AM
    • 194 Posts
    • 681 Thanks
    flossie217
    While a SP customer I found the service to be excellent and the cs staff polite, friendly and helpful.
    I left in June purely because I found a better deal saving me £100 otherwise I would have stayed.
    I received my final bills at the end of June. I owed £39.73 on the electricity account and was £5.19 in credit on the gas.
    On the electricity statement it clearly states 'We'll collect your balance of £39.73 on 16th Jul 2013.' A week later I received an email and a letter, informing me that my payment was overdue and that I needed to pay immediately otherwise additional costs could be added to my balance.
    Being somewhat niggled I paid immediately and emailed a light hearted complaint to SP. In this email I requested immediate payment of the £5.19 gas balance owing to me seeing as they place such importance on prompt payment. This was on the 6th July. I have received no payment, no reply to or even acknowledgement of my email. I now have to pay for the telephone call to get the money owing to me. I am no longer niggled, I am getting angrier by the day at being treated with such condescension. Will SP be paying me additional costs for their late payment?
    In my email I told SP to remember that leaving customers are also their future customers. Treat us well when we leave and we will be rushing back to you when things don't go so well with the company we have moved to. You've left it too late in this case SP. Please treat your other customers with more consideration.

    Update: I have just phoned SP to remind them they have my £5.19, I know it isn't a lot but it is my money not theirs. Also it is the principal. They are quick enough to demand immediate payment but don't follow suit when they owe the customer.
    Waiting time to speak to someone? 52 - 1hr 20 mins! I would have to pay 0845 rates to ask for my own money back or hang around waiting for a call back that might not happen.

    update: well one month on and still no payment or courtesy acknowledgement of the email so I have just phoned again. This time the call back time is estimated at between 53 and 1hr 21mins. Does Scottish Power seriously expect someone to hold the line for this length of time without it reflecting badly on them as an organisation? Is this an indication of the number of customers who need queries/discrepancies resolved? It smacks of as long as we tie you into a contract and get your money then we will treat you just as we like. The lesson I have learned is that it will be a long time before I enter into a contract with SP in the future.

    17th Oct. At last I have received my money. Such a shame I had to mention the words 'Energy Ombudsman' before I was taken seriously!

    I thought this sorry saga was over but, no! I received a cheque from SP paying back £32 they had overcharged me.
    Last edited by flossie217; 07-01-2014 at 9:35 AM. Reason: update
    • suzybloo
    • By suzybloo 1st Sep 13, 9:10 PM
    • 1,079 Posts
    • 8,715 Thanks
    suzybloo
    I am totally narked off with Scottish power. Around about a month ago they informed me they were putting my direct debit up from £93 to £130 per month. I told them no as I give my readings every week, they could increase it to £100 which was ample. Out of the last 6 readings they have not updated my account although online in says latest bill is....... Which is when I have gone into put in readings, but going a step further there is no account to view. Being fed up of this I called them last week, asking them to get it sorted, to be told the tariff I have was too complicated they no longer do it (you got the first so many units at a higher price, then it dropped and there was no daily meter charge) so I requested to be put onto the best tariff for my usage, which the duly have done reducing my direct debit to £85 in the process!!! ......however, my account is still sitting at the balance it was on 6th August, although I have given SIX meter readings since, even the reading transferring over to the new account is not showing, although the tariff type,new direct debit are showing and to top it all it won't allow me to enter this weeks readings. Manage your account on line with Scottish power - you have no hope! And requesting a call back is too much also, every time slot is not available! To be honest they have 48 hours to get my account sorted or they will loss my business for good, and I have been with them for 30 years. Beats me also how one month they tell you they need £130 direct debit and yet can do a tariff for £85 using the same figures. Hope that helps someone to make up their minds!
    Every days a School day!
    • gatita
    • By gatita 2nd Sep 13, 12:52 PM
    • 1,218 Posts
    • 392 Thanks
    gatita
    My change over was a NIGHTMARE, I was all geared up to give a final reading to my old supplier, when lo and behold I received the notification from S. Power the changeover was days away when I noticed they had the WRONG house number! I was informed the WHOLE process had to start all over again, another 6 weeks grrrrrrrrrrrrrrrr!
    To say I was fuming is an understatement. Yes, I did get profuse apologies, but I find this kind of mistake unacceptable.

    Next. I produced all the statements from the previous company so they knew exactly what the previous years consumption was. It was agreed I would pay £60 a month DD. (we spend most of the winter months away) That lasted for 2 months, I was then informed my DD would go up to £100a month!! Oh yes, I always give them a monthly reading. After more complaining they agreed to put it down to £70. I am £170 in credit!
    So, all in all it has been a bit of a disaster. I will have to start soon finding another company, but I suspect they are all as bad as one another! also I want a company that has no standing charge, (as I am months away)
    Last edited by gatita; 02-09-2013 at 1:05 PM.
    When man sacrifices the Love of POWER for the Power of Love, there will be peace on earth.
  • Scottish Power
    Hi Suzybloo, I'll will need to look at your account in detail, can you contact us via our profile page please? Regards Gerry
    ďOfficial Company Representative
    I am the official company representative of Scottish Power. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • masonic
    • By masonic 4th Sep 13, 10:33 PM
    • 10,318 Posts
    • 7,661 Thanks
    masonic
    Everything was fine until I tried to leave them (details here).

    Customer service staff were wilfully misleading and I was threatened with cancellation charges even though none apply. Meanwhile, they are holding onto the credit on my old account.

    I certainly won't be considering switching back to ScottishPower no matter how cheap their prices are in the future.
    Last edited by masonic; 04-09-2013 at 10:35 PM.
  • zonda
    I tried today to change tariff within Scottish Power from their standard one to their Help Beat Cancer Fixed Price Energy Jan 2017 tariff that MSE features this week. They had not heard of it until further checking and then said that I would be put on a list of people who have expressed an interest. I'm confident that I will be moved onto it but I'm astonished that their systems are not geared up to deal with customers after announcing the product!
    • gatita
    • By gatita 5th Sep 13, 4:48 PM
    • 1,218 Posts
    • 392 Thanks
    gatita
    Zonda,
    I also spent hours searching for it too.....their website I a nightmare and SOOOOOOOOOOOOOOOOOOOOOOOOOOO slow!!! Lets hope they get back to us.
    When man sacrifices the Love of POWER for the Power of Love, there will be peace on earth.
  • grabbit
    Scottish Power bumping up Direct Debit levels unnecessarily
    It seems that Scottish Power habitually bump up direct debit payments over and above what is the correct level. This results in a massive credit accumulating in their account.
    Despite telling them that I can work out the CORRECT direct debit figure better than their computer (and them agreeing with me) they continue to behave in this underhand manner.
    After complaining to them many times, and getting several cheques back for the surplus, PLUS a reduction to the level it was previously, they continue to behave in this manner. Every time I tell them I AM NOT A BANK. I DO NOT LEND MONEY FOR FREE. But they continue to behave the same way. It's about time they were told to stop this sharp practice.
    So this time, we are in deadlock (IE they agree that they cannot do anything to charge me what I owe them), we are going to follow through with a complaint with the ombudsman.

    So draw your own conclusions from that when considering moving to them or staying with them.
    Iím surprised Martin hasnít picked up on this ???
    • NVRAM
    • By NVRAM 11th Sep 13, 4:10 PM
    • 295 Posts
    • 86 Thanks
    NVRAM
    Yes
    Yes
    No

    Absolutely horrrendous trying to get thru to them.
    All I want is my meter moved, been advised by northern gas networks I need to have my supplier change my meter for one that will fit in a semi concealed box.

    Complaints email goes unanswered.
    Try to get thru to complaints on the phone, queue for 45min+

    Absolutely shocking CS.
  • JOE_STOTTS
    Switch to scottish power yesterday via Top Cash Back website where they are offering £105 cash back for gas and Electricity.

    Been with them before and the reason i'm going back is because, i checked a couple of comparison websites which shows Scottish Power are 3rd cheapest. However, with the added £105.00 Cash back, they are now £79 cheapest overall

    If anyone wants to take advantage, top Cash Back say this will end on 12th September (tomorrow)
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