Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • 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 32
    • michaels
    • By michaels 1st Dec 18, 9:20 AM
    • 21,754 Posts
    • 101,240 Thanks
    michaels
    however for dual fuel

    Not true: As I've reported in other threads, I just checked MSE CEC and uSwitch searching specifically for Scottish Power and the Super Saver Dec 19 B5 is not listed. The cheapest Scottish Power tariff in my region, Eastern, is Online Fixed Price Energy December 2019. You could however continue to claim that the B5 tariff is still available in your region as you've done in other threads.

    In the eastern region for dual fuel and including Warm Home Discount, as listed by uSwitch, the Scottish Power 0nline Fixed Price Energy December 2019 is beaten by First Utility, Lumo, Bristol Energy (three times), EDF, Powershop, Npower, Zebra* and British Gas. Evident therefore that Scottish Power has ceased to be competitive.

    *Doubt hangs over whether Zebra offers Warm Home Discount. uSwitch says it does but Zebra is not listed on the list of providers:
    Originally posted by Anthorn
    Are we certain yet that the problem is SP and not energy lynx?
    Cool heads and compromise
    • joe134
    • By joe134 1st Dec 18, 9:24 AM
    • 3,241 Posts
    • 426 Thanks
    joe134
    however for dual fuel

    Not true: As I've reported in other threads, I just checked MSE CEC and uSwitch searching specifically for Scottish Power and the Super Saver Dec 19 B5 is not listed. The cheapest Scottish Power tariff in my region, Eastern, is Online Fixed Price Energy December 2019. You could however continue to claim that the B5 tariff is still available in your region as you've done in other threads.

    In the eastern region for dual fuel and including Warm Home Discount, as listed by uSwitch, the Scottish Power 0nline Fixed Price Energy December 2019 is beaten by First Utility, Lumo, Bristol Energy (three times), EDF, Powershop, Npower, Zebra and British Gas. Evident therefore that Scottish Power has ceased to be competitive.
    Originally posted by Anthorn
    Indeed , I have just looked on uswitch, and as you say, dec19 is their cheapest Now.
    They never have been cheap in my area, thatís why Iím looking to switch.
    I was on b5 until the 23rd, and they switched me back at my request I also said, that their b5 tariff was only £5 cheaper than dec19 in my area, thatís why I switched back.
    They changed me to b5 on their chat line, and back.
    It obviously has been taken off my area only recently.
    They are not cheap, never said they were, today edf are coming near the top for me, thatís new, it wasnít there yesterday.
    £1098 as to £1230 with SP.
    They change daily.
    • joe134
    • By joe134 1st Dec 18, 9:39 AM
    • 3,241 Posts
    • 426 Thanks
    joe134
    Their e-mail responses are most certainly coming from somewhere where English is not the respondent's first language. This is typical of the responses that I was getting from SP having told them we legally completed on a new build property in July:

    Quote: Having checked the records as I can see that the period of 29th March 18 to 26th July 18 is in a different name, hence, I would request you to provide the sale deed so that we can amend our records as the tenancy period involves more than 1 year Unquote

    As far as customer service performance is concerned, their website shows the following:

    Calls answered in Sep 18 - 458207

    Contact First Time Resolution - 72%

    Response time - 94 secs average

    Responding to web contacts and e-mails in less than 48 hours - 30%

    Responding to correspondence in less than 5 days - 33%

    For those who might be interested, SP's Annual Complaint Report is here:

    https://www.scottishpower.co.uk/about-us/performance/complaintsperformance/annual-complaints-report
    Originally posted by Hengus
    I have no idea where their e mails come from,I have never used it, I speak to them on the phone,or chat line.
    Why use e mail when I can phone the number I have given, in Warrington.
    Does it matter where the chat line or e mail is based, as long as they are efficient when contacted, as I can testify in MY case.
    I would not have stayed 20 years if they werenít ,irrespective of the bad press a while ago.
    Speak as you find.
    • Hengus
    • By Hengus 1st Dec 18, 9:53 AM
    • 6,835 Posts
    • 4,391 Thanks
    Hengus
    Why use e mail when I can phone the number I have given, in Warrington.

    Speak as you find.
    Originally posted by joe134
    Because when things go awry it provides a clear correspondence trail between the supplier and the consumer. My experience of SP is that they have failed to provide me with a Final Bill some 4 months after I switched away from their Deemed Supply to a new supplier. This puts them in breach of their Supply Licence obligation 27.17. Inter alia, SP was Ďfinedí £18M by Ofgem for this failing in April 2016. Speak as one finds: I totally agree. That said, I accept that many consumers may well have a different experience.
    • joe134
    • By joe134 1st Dec 18, 10:06 AM
    • 3,241 Posts
    • 426 Thanks
    joe134
    Because when things go awry it provides a clear correspondence trail between the supplier and the consumer. My experience of SP is that they have failed to provide me with a Final Bill some 4 months after I switched away from their Deemed Supply to a new supplier. This puts them in breach of their Supply Licence obligation 27.17. Inter alia, SP was Ďfinedí £18M by Ofgem for this failing in April 2016. Speak as one finds: I totally agree. That said, I accept that many consumers may well have a different experience.
    Originally posted by Hengus
    Tell me a company that is not up to expectations.
    This forum is full of them.
    Just looked at edf, not exactly A1.
    Are any of the big six!
    Now the smaller boys are following suit, except, they are just going bust overnight !


    You can please some of the people, etc.
    • Anthorn
    • By Anthorn 1st Dec 18, 10:36 AM
    • 4,090 Posts
    • 1,114 Thanks
    Anthorn
    today edf are coming near the top for me, thatís new, it wasnít there yesterday.
    £1098 as to £1230 with SP.
    They change daily.
    Originally posted by joe134
    EDF Easy Online Dec 19 disappeared because it ended but reappeared as Easy Online v2. As far as I know the v2 is similar to the original.

    As far as I know the Easy Online tariff is not broker exclusive although it is marked as "exclusive" on several comparison sites and is available direct from EDF. In which case the cash back from topcashback applies: £100. At the time of writing that offer expires in two days. Do your calculations and comparison before you switch.
    https://www.topcashback.co.uk/edf-energy/
    • hybernia
    • By hybernia 1st Dec 18, 12:37 PM
    • 290 Posts
    • 225 Thanks
    hybernia
    I have no idea where their e mails come from,I have never used it, I speak to them on the phone,or chat line.
    Why use e mail when I can phone the number I have given, in Warrington.
    Does it matter where the chat line or e mail is based, as long as they are efficient when contacted, as I can testify in MY case.
    I would not have stayed 20 years if they werenít ,irrespective of the bad press a while ago. Speak as you find.
    Originally posted by joe134
    Joe: Agreed. Family members can only speak well of SP in terms of the service received during their time with it. I have no doubt that such is the experience of others. Where things go wrong though -- and this thread is pretty much filled with such instances -- is not during the period of supply but at the beginning or end of supply.

    In our family's case, requested final meter readings were provided at the time of switching. But SP's final statement bore no relation to them. Instead, the company issued a massively over-inflated bill based entirely on its own estimated readings.

    The course you advocate following -- just telephone CS, why bother with emails? -- was adopted, and an exceedingly helpful CS rep not only listened carefully to what she was being told, she also called up on-screen the historic record of the customer account.

    It was obvious from that, she said, that the final statement showed a pattern of consumption that in no way corresponded to the historic record. She had no idea why the actual readings provided to SP had been substituted with completely different estimated readings. She made a note of those original readings (these had been kept on file by the family) and said the bill was now. . . suspended. An accurate bill, based on the re-submitted original readings, would be sent out within 28 days.

    But no revised bill was forthcoming within 28 days. Nor in 2 months. Only 3 months later did a letter arrive by post from the Head of Customer Services saying that if the bill was not paid within 14 days, Court action would be instituted which could have serious consequences for the credit record of the individual concerned.

    The bill wasn't actually attached. It came by separate mail a few days later. It had never been corrected. It had never been suspended. It was headed FINAL DEMAND in bright red letters and its terseness was calculated to intimidate as much as inform.

    As it was obvious that the oh-so-easy-to-make-a-telephone-call you mention was actually worthless, the matter was now pursued by email.

    Though reference was repeatedly made in that correspondence to the content of the CS phone conversation, not a single SP response made mention of that. Though reference was made to the unambiguous telephone assurance that the bill was wrong, the estimated readings were wrong, and the bill had been suspended pending the preparation of a new, accurate bill, not a single email response from SP acknowledged that reality.

    Illiterate, unhelpful and incoherent as SP's emails so often were, at least the threatening letters from the debt collection agency to which SP handed over the matter were crystal clear. Pay up or face the consequences.

    Not every family has within its ranks a practicing solicitor so I appreciate, our family was lucky in that regard and a letter from him to the debt collection agency was sufficient to make it clear that it, not our family, would face some serious consequences if it continued to send letters and make phone calls about an unproven debt at the heart of an issue which the energy company itself knew to be still in dispute.

    Thereafter, all the written correspondence, including that from SP's debt collection agency, was bundled up and passed to the Energy Ombudsman service. Subsequent to that, SP made a grudging apology, withdrew the bill, refunded the balance of the account which the company itself actually owed, and paid compensation.

    And its apology? "The situation unfortunately arose due to difficulties experienced with a new IT system".

    Apparently, that same non-excuse was trotted out time and again by Scottish Power to customers treated with similar contempt, this despite the obvious fact that it wasn't an IT failing that resulted in the company's behaviour but a sustained abandonment of ethical business practice.

    For that reason, then, you can see how much I agree with your point about "speak as you find". But I would still advise that, on the subject of speaking, no-one should ever speak to SP.

    Had it not been for that fully documented correspondence trail, our family members would've been left with nothing more substantial than flimsy notes of telephone conversations which SP could have chosen to claim had never existed -- after all, that's exactly the corporate stance it adopted in its pursuit of money to which it was never entitled: the studied avoidance of inconvenient truth. . .
    • joe134
    • By joe134 1st Dec 18, 1:17 PM
    • 3,241 Posts
    • 426 Thanks
    joe134
    Joe: Agreed. Family members can only speak well of SP in terms of the service received during their time with it. I have no doubt that such is the experience of others. Where things go wrong though -- and this thread is pretty much filled with such instances -- is not during the period of supply but at the beginning or end of supply.

    In our family's case, requested final meter readings were provided at the time of switching. But SP's final statement bore no relation to them. Instead, the company issued a massively over-inflated bill based entirely on its own estimated readings.

    The course you advocate following -- just telephone CS, why bother with emails? -- was adopted, and an exceedingly helpful CS rep not only listened carefully to what she was being told, she also called up on-screen the historic record of the customer account.

    It was obvious from that, she said, that the final statement showed a pattern of consumption that in no way corresponded to the historic record. She had no idea why the actual readings provided to SP had been substituted with completely different estimated readings. She made a note of those original readings (these had been kept on file by the family) and said the bill was now. . . suspended. An accurate bill, based on the re-submitted original readings, would be sent out within 28 days.

    But no revised bill was forthcoming within 28 days. Nor in 2 months. Only 3 months later did a letter arrive by post from the Head of Customer Services saying that if the bill was not paid within 14 days, Court action would be instituted which could have serious consequences for the credit record of the individual concerned.

    The bill wasn't actually attached. It came by separate mail a few days later. It had never been corrected. It had never been suspended. It was headed FINAL DEMAND in bright red letters and its terseness was calculated to intimidate as much as inform.

    As it was obvious that the oh-so-easy-to-make-a-telephone-call you mention was actually worthless, the matter was now pursued by email.

    Though reference was repeatedly made in that correspondence to the content of the CS phone conversation, not a single SP response made mention of that. Though reference was made to the unambiguous telephone assurance that the bill was wrong, the estimated readings were wrong, and the bill had been suspended pending the preparation of a new, accurate bill, not a single email response from SP acknowledged that reality.

    Illiterate, unhelpful and incoherent as SP's emails so often were, at least the threatening letters from the debt collection agency to which SP handed over the matter were crystal clear. Pay up or face the consequences.

    Not every family has within its ranks a practicing solicitor so I appreciate, our family was lucky in that regard and a letter from him to the debt collection agency was sufficient to make it clear that it, not our family, would face some serious consequences if it continued to send letters and make phone calls about an unproven debt at the heart of an issue which the energy company itself knew to be still in dispute.

    Thereafter, all the written correspondence, including that from SP's debt collection agency, was bundled up and passed to the Energy Ombudsman service. Subsequent to that, SP made a grudging apology, withdrew the bill, refunded the balance of the account which the company itself actually owed, and paid compensation.

    And its apology? "The situation unfortunately arose due to difficulties experienced with a new IT system".

    Apparently, that same non-excuse was trotted out time and again by Scottish Power to customers treated with similar contempt, this despite the obvious fact that it wasn't an IT failing that resulted in the company's behaviour but a sustained abandonment of ethical business practice.

    For that reason, then, you can see how much I agree with your point about "speak as you find". But I would still advise that, on the subject of speaking, no-one should ever speak to SP.

    Had it not been for that fully documented correspondence trail, our family members would've been left with nothing more substantial than flimsy notes of telephone conversations which SP could have chosen to claim had never existed -- after all, that's exactly the corporate stance it adopted in its pursuit of money to which it was never entitled: the studied avoidance of inconvenient truth. . .
    Originally posted by hybernia
    Hi Hibernia,tragic saga you have experienced with Sp.
    The only reason I have had no problems with them is because I have just stayed put, payed on time, gave monthly readings etc.
    And payed through the nose for my energy
    The perfect customer, for them.
    I am not naive in thinking that, if/when I switch, I will no doubt have problems, that’s why I have stayed with them so long, do not want the hassle.
    I have had hassle with every company when switching prior to Sp, so know what can happen, but nothing compared to your saga!

    Sp are not alone in making lives a misery, as this site proves, it’s woe all round.
    There are some happy ones too, they rarely post though.
    I have stated, I am an unlucky so and so, the eternal pessimist, if it can go wrong ,it will, if it doesn’t ,it’s a bonus.
    Probably why I have been with TalkTalk for 12 + years
    Never had a problem there either.

    One can get out of most things by paying !
    This market is broken, and needs a good shake up.
    Ofgem has a lot to answer for.
    One shouldn’t have to switch every year, or more regularly as some do.
    However, so is the insurance market, et.al
    I switch these, banks, etc, every year if required.
    No qualms.
    No problems.
    Why should energy be such a hassle, compared to these.
    Last edited by joe134; 01-12-2018 at 1:19 PM.
    • 2010
    • By 2010 1st Dec 18, 2:04 PM
    • 4,221 Posts
    • 3,356 Thanks
    2010
    I have been with SP for two years and I`m on my 2nd fixed tariff with them that ends in April 2019.

    I put my readings in every month and I get an instant bill, giving all the charges and the credit/debit amount and also if the DD needs altering.

    The online downloadable bill is usually available the next working day.

    All bills have been correct as well as the DD taken.

    Come April 2019, I`ll go to a comparison site and switch to whoever`s the cheapest and if it`s SP I`ll stick with them.

    So no complaints about SP from me.

    As mentioned above, people who are OK with SP rarely post saying so.
    • joe134
    • By joe134 1st Dec 18, 2:37 PM
    • 3,241 Posts
    • 426 Thanks
    joe134
    EDF Easy Online Dec 19 disappeared because it ended but reappeared as Easy Online v2. As far as I know the v2 is similar to the original.

    As far as I know the Easy Online tariff is not broker exclusive although it is marked as "exclusive" on several comparison sites and is available direct from EDF. In which case the cash back from topcashback applies: £100. At the time of writing that offer expires in two days. Do your calculations and comparison before you switch.
    https://www.topcashback.co.uk/edf-energy/
    Originally posted by Anthorn
    Thanks Anthorn, much appreciated.
    Although I have a TCB a/c, it’s something I have never used before.
    Wouldn’t know where to start, so a bit of homework for me.
    To get tcb, One has to click tcb and go to edf direct, and switch via them.?
    Last edited by joe134; 01-12-2018 at 2:40 PM.
    • Anthorn
    • By Anthorn 1st Dec 18, 7:06 PM
    • 4,090 Posts
    • 1,114 Thanks
    Anthorn
    Thanks Anthorn, much appreciated.
    Although I have a TCB a/c, itís something I have never used before.
    Wouldnít know where to start, so a bit of homework for me.
    To get tcb, One has to click tcb and go to edf direct, and switch via them.?
    Originally posted by joe134
    On Topcashback sign up, search for a company or product and then click the link on the Topcashback page ..Then do everything online. There is a section on the Topcashback page telling you why you might not get the cash back. Also more often than not in general after clicking the link if you refresh or hit the back button your cash back won't be registered. If you have to do that then best to go back to the Topcashback page and start again.
    • michaels
    • By michaels 1st Dec 18, 11:31 PM
    • 21,754 Posts
    • 101,240 Thanks
    michaels
    EDF Easy Online Dec 19 disappeared because it ended but reappeared as Easy Online v2. As far as I know the v2 is similar to the original.

    As far as I know the Easy Online tariff is not broker exclusive although it is marked as "exclusive" on several comparison sites and is available direct from EDF. In which case the cash back from topcashback applies: £100. At the time of writing that offer expires in two days. Do your calculations and comparison before you switch.
    https://www.topcashback.co.uk/edf-energy/
    Originally posted by Anthorn
    Thanks for this. This tariff is possible although I would prefer a leccy only one all things being equal as I have a reasonable gas fix.

    Just tried through qc and no sign of the December easy online, only a much more expensive Jan one

    Will try via tcb now.
    Cool heads and compromise
    • michaels
    • By michaels 6th Dec 18, 9:40 AM
    • 21,754 Posts
    • 101,240 Thanks
    michaels
    Same experience here today. My switch was also rejected by Scottish Power due to the same reason.
    Originally posted by Arefer
    I complained to SP and they have agreed to put me onto the SP Dec 19 b5 tariff that I applied for through energy lynx but the switch failed. I lose out on the £20 energy lynx cashback from QC but as long as I get my details through in time to claim WHD then I am about 80 quid up vs the next best alternative.
    Cool heads and compromise
    • Neil Jones
    • By Neil Jones 6th Dec 18, 3:17 PM
    • 1,620 Posts
    • 1,010 Thanks
    Neil Jones
    I had nothing from SP in the end about my switch from OFTM so I've just initialised another switch instead and I'll forgo the cashback I would have got through the Energy Club. Their loss for not seemingly wanting to want disgruntled OFTM folk but hey ho.
    • Hengus
    • By Hengus 7th Dec 18, 11:12 AM
    • 6,835 Posts
    • 4,391 Thanks
    Hengus
    There is an old adage: when you are in a hole, stop digging. Currently, I have an unresolved complaint against SP for its failure to raise a Final Bill. This complaint currently sits with the Ombudsman. Having been told that the reason for the lack of a bill - after 4 1/2 months - is because we have switched away and they are unable to set up an account, a Deemed Contract arrived today in my wife's name. She has never spoken to, or contacted, SP. The Ombudsman's file just gets thicker.
    • Anthorn
    • By Anthorn 8th Dec 18, 11:05 AM
    • 4,090 Posts
    • 1,114 Thanks
    Anthorn
    Oh Scottish Power, I'll be so glad to be rid of you but maybe not for a while yet eh.

    My dual fuel switch to EDF is completing tomorrow, EDF have confirmed it and set up my direct debit for both gas and electric to be paid from December 28. But oh dear Scottish Power, you have the switch for electric recorded in a goodbye account but not so gas: You transferred gas to a new single fuel account! Not only that you previously decreased my direct debit to £12 per month due to my account credit of £270.03 but now you've increased my direct debit for gas only to £33.35 from December 24.

    Hey I might go back to Scottish Power if I actually manage to get away from them but only if I go bonkers! Oh those poor EE peeps don't know what they're in for ROFL.
    • Stebbo47
    • By Stebbo47 8th Dec 18, 1:42 PM
    • 2 Posts
    • 1 Thanks
    Stebbo47
    Joined forum 2 minutes ago so sorry if this isn't totally relevant but seeing Scottish Power as a heading gave me some hope knowing that I'm not alone.

    I've been battling with SP since September 2017 over a "cross metering issue" . My meter is registered at a similar address 10 miles down the road. They say they've sent 4 requests to the National Data Base to correct this but with no success. I contacted Ofgem last February who could find no fault with SP. It seems they've done nothing wrong. SP have now closed the last complaint believing the problem no longer exists. It does, as I am still unable to change suppliers. SP now suggest that my only way forward is for me to take legal action . Any thoughts anyone ??
    • Hengus
    • By Hengus 8th Dec 18, 1:48 PM
    • 6,835 Posts
    • 4,391 Thanks
    Hengus
    Joined forum 2 minutes ago so sorry if this isn't totally relevant but seeing Scottish Power as a heading gave me some hope knowing that I'm not alone.

    I've been battling with SP since September 2017 over a "cross metering issue" . My meter is registered at a similar address 10 miles down the road. They say they've sent 4 requests to the National Data Base to correct this but with no success. I contacted Ofgem last February who could find no fault with SP. It seems they've done nothing wrong. SP have now closed the last complaint believing the problem no longer exists. It does, as I am still unable to change suppliers. SP now suggest that my only way forward is for me to take legal action . Any thoughts anyone ??
    Originally posted by Stebbo47
    There is a way. Speak to Octopus and ask them if they will takeover your supply using the incorrect meter/data. When the transfer has gone through, send them a photograph of your meters showing the serial numbers and ask them to update the National Database. It worked for me.

    You might still have a battle on your hands with SP over final billing.
    • Anthorn
    • By Anthorn 8th Dec 18, 2:05 PM
    • 4,090 Posts
    • 1,114 Thanks
    Anthorn
    Joined forum 2 minutes ago so sorry if this isn't totally relevant but seeing Scottish Power as a heading gave me some hope knowing that I'm not alone.

    I've been battling with SP since September 2017 over a "cross metering issue" . My meter is registered at a similar address 10 miles down the road. They say they've sent 4 requests to the National Data Base to correct this but with no success. I contacted Ofgem last February who could find no fault with SP. It seems they've done nothing wrong. SP have now closed the last complaint believing the problem no longer exists. It does, as I am still unable to change suppliers. SP now suggest that my only way forward is for me to take legal action . Any thoughts anyone ??
    Originally posted by Stebbo47
    Been there, done that, got the badge, tee shirt and diploma. In fact I think I posted it somewhere on MSE.

    my address is in a small block of flats and is something like 25 Any Building, Any Street but Scottish Power had it as 25 Any Street, Any Building. They had the correct meters recorded but the wrong address because that's the address British Gas had recorded for the previous occupant.

    Anyway half a dozen complaints and no action later I changed my correspondence address in the online account to my correct address and then told Scottish Power that my supply address is wrong and is in fact the same as my correspondence address. Lo and behold they said it was wrong in the national database and changed it. Still not perfect and is Any Building 25, Any Street but at least I can switch supplier.

    Curious though that EDF has my correct address as my supply address
    • Stebbo47
    • By Stebbo47 8th Dec 18, 2:06 PM
    • 2 Posts
    • 1 Thanks
    Stebbo47
    Thanks Hengus, I'll look into that. Looking at other posts with the same problem it seems that Eon have a very helpful contact. SP's contact on the other hand seems to have very little interest, at least since last June. There doesn't seem to be an easy way to contact him/her through the forum, or have I missed a trick ?

    Thanks again.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,717Posts Today

7,297Users online

Martin's Twitter