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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 30
    • 2010
    • By 2010 7th Mar 18, 3:44 PM
    • 4,205 Posts
    • 3,353 Thanks
    2010
    I`ve renewed my contract with SP until the end of April next year.

    I`ve always been happy with SP and they have the best billing system of all the suppliers I`ve been with over the years.

    You put your readings in and get an instant update and the complete bill is visible as a PFD next day.
    • gcdona
    • By gcdona 7th Mar 18, 5:13 PM
    • 11 Posts
    • 1 Thanks
    gcdona
    Online system is very good and accessible but beyond that I've found their customer service to be nothing short of terrible. I have worked customer service previously so I always try to be forgiving to call handlers as it is not an easy job. However, it has literally been every occasion I've called SP the issue has been heightened because of their failure to keep promises and general lack of empathy. I might just have been unlucky with the people I have called through to but I certainly found Scottish Hydro to be a much better company to deal with on the phones.
    • tjfs
    • By tjfs 9th Mar 18, 4:35 PM
    • 24 Posts
    • 14 Thanks
    tjfs
    Scottish Power
    I see that MSE users give ScottishPower a reasonable rating but other sites such as TrustPilot don't. I wonder if this is because this thread goes back five years?

    I have recent experience of ScottishPower and their customer service is remarkably poor, particularly if you switch to their PowerUp tariff.

    In 2016 OFGEM said ScottishPower had failed to provide even the basic level of service required, attracting more than one million customer complaints between June 2013 and December 2015.

    I'd suggest giving them a miss until they sort themselves out.

    Tim
    • The Green Hornet
    • By The Green Hornet 9th Mar 18, 8:01 PM
    • 396 Posts
    • 620 Thanks
    The Green Hornet
    I've been with Scottish Power for my electricity since August 2016 and I haven't had any problems with them, and I would rate their web site as one of the better ones I've used for meter readings / billing.

    For me the best customer service I can receive is not having to contact customer service.
    • Elaine44
    • By Elaine44 14th Mar 18, 5:59 PM
    • 1 Posts
    • 0 Thanks
    Elaine44
    Incorrect Payment Method re. Super Saver April 19
    I have just instigated a switch to Scottish Power on their Super Saver April 2019 v2 tariff as I wanted to pay Quarterly Cash or Cheque - my MSE account is set to show these tariffs.

    However I have received a letter from Scottish Power stating Online by Debit Card payment method. Their website doesn't mention Cash or Cheque payments, everything but. I haven't been able to get through on the phone, so have emailed Scottish Power for clarification. Will update here with any news,

    Can anyone at MSE check and confirm what is going on here?
    • In Cider
    • By In Cider 14th Mar 18, 9:16 PM
    • 7 Posts
    • 3 Thanks
    In Cider
    Just a quick thought but is that tariff just an online only type tariff, if it is then cheque and cash payments would be classed as offline payments.
    • denko
    • By denko 10th Apr 18, 4:16 PM
    • 2 Posts
    • 0 Thanks
    denko
    Worst customer service I can remember - honestly.
    I have recent experience of ScottishPower and their customer service is remarkably poor, particularly if you switch to their PowerUp tariff.

    I'd suggest giving them a miss until they sort themselves out.

    Tim
    Originally posted by tjfs
    I understand that forums such as this are a magnet for those who wish to bemoan a given situation, and therefore can often seem a bit negative. However, this is my first post on MSE after being a member for at least 5 years. I honestly don't believe I'm normally a moaner.
    Today though, I had my worst customer experience ever. I called to try to rectify some clerical errors, made by SP. Quite honestly, the staff didn't seem to know their job. I had to call 3 times and I'm really not confident they've got it sorted yet. One staff member was (IMO) very rude and just not suitable for a job in customer service.
    I also had to call my old supplier today, where I got through to a really competent member of staff first time.
    I will be leaving Scottish Power as soon as I'm out of contract.
    • PhylPho
    • By PhylPho 12th Apr 18, 3:44 PM
    • 1,299 Posts
    • 2,821 Thanks
    PhylPho
    I understand that forums such as this are a magnet for those who wish to bemoan a given situation, and therefore can often seem a bit negative. However, this is my first post on MSE after being a member for at least 5 years. I honestly don't believe I'm normally a moaner.
    Today though, I had my worst customer experience ever. I called to try to rectify some clerical errors, made by SP. Quite honestly, the staff didn't seem to know their job. I had to call 3 times and I'm really not confident they've got it sorted yet. One staff member was (IMO) very rude and just not suitable for a job in customer service.
    I also had to call my old supplier today, where I got through to a really competent member of staff first time.
    I will be leaving Scottish Power as soon as I'm out of contract.
    Originally posted by denko
    Our family treasures its relatively brief time with the Spanish-owned 'Scottish Power'. Souvenirs of that time were shared with the Ombudsman service and appreciated there, too.

    Because we would never -- repeat: NEVER -- telephone the customer service department of any energy supplier, a major complaint which developed into a long-running dispute was conducted with Scottish Power via email and Special Delivery surface mail only.

    That way, a continuously updated (or, well, as continuous as any progress might be with SP) written record was in existence, rather than notes of phone conversations which aren't evidenciary proof of anything in a civil dispute and, candidly, a complete waste of time.

    SP eventually excelled itself in terms of incompetence and unintelligibility by emailing us a lengthy (though as it turned out, utterly misleading) explanation of its position. The email comprised several paragraphs of text. The first section of the email was entirely in Spanish. The second section of the email was a repeat of the first, but now in. . . German.

    We were left to conclude that in any language, Spanish / German / Scottish Power does indeed offer the worst possible customer experience, as you now appear to be finding out.
  • Scottish Power
    I understand that forums such as this are a magnet for those who wish to bemoan a given situation, and therefore can often seem a bit negative. However, this is my first post on MSE after being a member for at least 5 years. I honestly don't believe I'm normally a moaner.
    Today though, I had my worst customer experience ever. I called to try to rectify some clerical errors, made by SP. Quite honestly, the staff didn't seem to know their job. I had to call 3 times and I'm really not confident they've got it sorted yet. One staff member was (IMO) very rude and just not suitable for a job in customer service.
    I also had to call my old supplier today, where I got through to a really competent member of staff first time.
    I will be leaving Scottish Power as soon as I'm out of contract.
    Originally posted by denko
    Hi denko

    I am sorry to hear of the poor customer service you have received trying to get your issue sorted. I would like to get this resolved for you.

    If you could possibly email me at Social@scottishpower.com with the following information,
    your MSE handle in the subject heading
    your full address
    your name and telephone number
    and some details of the issues you have encountered
    I can look to get this escalated for you

    Kind Regards
    Danielle
    Official 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"
    • Colin_Maybe
    • By Colin_Maybe 20th Apr 18, 4:07 PM
    • 2,724 Posts
    • 1,352 Thanks
    Colin_Maybe
    I moved house recently and the local council move all of their properties on to Our Power, the previous supplier was Scottish Power. SP obviously wanted paying for the energy used before the switch and were sending letters addressed to the "Legal Owner" of the property.

    I did phone SP first and advised them that we'd only just moved in and they needed to talk to the local council (the previous occupant had moved into a home a couple of months earlier). They were very professional on the phone and said they'd sort it out. They immediately passed it on to a debt collection company who are now sending letters to the property (still addressed to the legal owner).

    I contacted the debt collection company who dropped the call, so I passed the letter on to the correct department at the council (schedules and voids) and yet I'm still getting letters. I might add that I'm totally at ease with the situation as I wasn't even in the property at the time the bill was wracked up.

    I can't decide which of Scottish Power, the local council or the debt collection company are the most inept.
    • victor2
    • By victor2 20th Apr 18, 8:16 PM
    • 4,775 Posts
    • 3,187 Thanks
    victor2
    ....
    I can't decide which of Scottish Power, the local council or the debt collection company are the most inept.
    Originally posted by Colin_Maybe
    They're obviously working as a team!
    • eils05
    • By eils05 23rd Apr 18, 12:09 PM
    • 1 Posts
    • 0 Thanks
    eils05
    I moved house a year ago, same size of house yet the cost of my gas usage has went through the roof, I was with Sainsburys at my previous address and changed to British gas when I moved, how can heating the same size of house cost at least 5 times more
    • Missko
    • By Missko 23rd Apr 18, 6:46 PM
    • 253 Posts
    • 107 Thanks
    Missko
    Scottish Power have been horrendous. I tried to switch to Eon in October but SP keep "taking back" my gas supply.

    As it stands, I'm being billed by both SP and Eon and have had to start a new thread on here about it.

    I rue the day I ever listed to Martin Lewis about how easy it was to switch supplier!

    I've even been to ofgem and nothing has happened!!
    Credit Card 4350 @ 0% until October 2015
    • pvogue
    • By pvogue 28th Apr 18, 4:18 PM
    • 6 Posts
    • 0 Thanks
    pvogue
    Seems like I will be moving away as the price hike is about to hit, just need to find out if my recent smart meters will work with Coop as they would save me around 250 annually. Not had any other issues really apart from wanting payment within days when I dont even have the bill in my hands!
    • hybernia
    • By hybernia 29th Apr 18, 1:14 PM
    • 278 Posts
    • 220 Thanks
    hybernia
    Scottish Power have been horrendous. I tried to switch to Eon in October but SP keep "taking back" my gas supply.

    As it stands, I'm being billed by both SP and Eon and have had to start a new thread on here about it.

    I rue the day I ever listed to Martin Lewis about how easy it was to switch supplier!

    I've even been to ofgem and nothing has happened!!
    Originally posted by Missko
    To be fair: Martin Lewis was correct about the ease of the switching process for energy supply customers. What he can never foresee is just how well a particular supplier might play its role in that process.

    As to contacting OFGEM, that's actually a waste of your time. OFGEM is a regulatory agency to which energy supply customers have no direct access. What OFGEM does is receive information on a daily basis from the Energy Ombudsman service in regard to those consumer complaints which the OS thinks should be kicked up the ladder for attention.

    Obviously, there are a number of problems here, not the least of them being just how efficient and effective the Ombudsman service actually is. The evidence seems to suggest that it's neither. The same criticism can be leveled at the regulator, which has always been too slow and too supine in its dealings with the energy companies.

    That, however, is the only remedial process which exists. To follow it, it's necessary to begin at the beginning, with a formal letter of complaint to the energy supplier itself. Don't make the mistake of wasting time and energy on a phone call. Don't even complain via email. Post the letter of complaint via Royal Mail Next Day delivery as it's a certified service. (Do NOT use Royal Mail 'Signed For'. It's useless as a means of ensuring proven delivery and therefore, a waste of money.)
    • mrajb
    • By mrajb 20th May 18, 12:00 PM
    • 5 Posts
    • 0 Thanks
    mrajb
    This is my review of Scottish Power on Trust Pilot:

    ** Update - my balance is now 1675 in credit and Scottish Power didn't call at the agreed time so that I could discuss my complaint.
    Do you really want to use this company to supply your electricity?!
    I'm also now very concerned because Scottish Power has deleted details of my energy usage from May 17 - is this to manufacture a higher bill? Additionally, I can now no longer access any energy usage details for the entire time that I've been with Scottish Power - does this sound like something that a reliable and trustworthy company would do?

    Having seen the amount of credit in my account increase every month, I called last week to ask for the 1400+ of my money that they have to be refunded as I was sick of Scottish Power getting interest on my money! I was told that I would be contacted on Monday to confirm the refund or be updated on the status of the request. (Request to be paid back my money - I'm changing accounts because they're so bad but even so, surely they plan to pay me the balance of my account, don't they?! It really isn't a request!).

    Fast forward to Monday and there's no promised phone call and Scottish Power still have nearly 1,500 of my money. Perhaps they think that if they keep quiet then I'll forget that they owe me so much? I called today (Tuesday) and guess what? I was told to expect a phone call on Thursday to discuss my complaint. I'm not complaining - I just want to switch accounts and get my money back. Things have gone much further than a simple complaint so help me switch and give me my money back!
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