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  • FIRST POST
    • heyitsroth
    • By heyitsroth 1st Apr 18, 2:53 PM
    • 16Posts
    • 2Thanks
    heyitsroth
    Scottish Power keep fobbing us off, what to do next?
    • #1
    • 1st Apr 18, 2:53 PM
    Scottish Power keep fobbing us off, what to do next? 1st Apr 18 at 2:53 PM
    So I figured out a few months ago, after a large bill, that my girlfriend's meter readings have been the wrong way round since she moved in.

    After taking many different photos of the meter at different times of day, Scottish power finally decided they had enough evidence to sort the problem out. They said in an email it would take 28 days, however that was in January. We've phoned them up about 4 times since then, each time being told it will be another 2 weeks because of some problem or another.

    So now we're at the end of another 2 week period where nothing has happened, and I'm wondering if anyone had any tips for getting this resolved?

    I'm not very good at being bullish with customer services, but I'm willing to try it if I could get some pointers on what to say - does asking to speak to a supervisor work?

    Failing that is there another road we could go down, getting in touch with a regulator or ombudsman etc.? Perhaps that could that be something I could mention on the phone to get there attention?
Page 1
    • matelodave
    • By matelodave 1st Apr 18, 3:06 PM
    • 3,888 Posts
    • 2,441 Thanks
    matelodave
    • #2
    • 1st Apr 18, 3:06 PM
    • #2
    • 1st Apr 18, 3:06 PM
    You have to send them an e-mail or prefereably a letter (recorded delivery to prove they received it) marked "complaint" and detailing the situation.

    If they dont get it resolved in 8 weeks then you can go to the ombudman as they wont do anything until you've used the energy suppliers proper complaint process. Just having a whinge on the phone does not consitute a formal complaint.
    Love makes the world go round - beer make it go round even faster
    Look after our planet - it's the only one with beer
    • Sandragill108
    • By Sandragill108 2nd Apr 18, 9:39 AM
    • 3 Posts
    • 0 Thanks
    Sandragill108
    • #3
    • 2nd Apr 18, 9:39 AM
    • #3
    • 2nd Apr 18, 9:39 AM
    Thank you . I will do as you suggest.
    • spiro
    • By spiro 2nd Apr 18, 9:54 AM
    • 5,981 Posts
    • 2,866 Thanks
    spiro
    • #4
    • 2nd Apr 18, 9:54 AM
    • #4
    • 2nd Apr 18, 9:54 AM
    It is not your supplier that has to do all the work. All meter readings are validated by a Data Collector and submitted to supplier and for settlements. The DC will need to reverse out every metering reading back to the point it was mixed up, they will then need to reprocess all the meter readings. This can take some time depending on the number of readings involved.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for 26k, 1 rejected (Opus).
    • PaschalFun
    • By PaschalFun 2nd Apr 18, 11:20 AM
    • 178 Posts
    • 53 Thanks
    PaschalFun
    • #5
    • 2nd Apr 18, 11:20 AM
    • #5
    • 2nd Apr 18, 11:20 AM
    So I figured out a few months ago, after a large bill, that my girlfriend's meter readings have been the wrong way round since she moved in.

    After taking many different photos of the meter at different times of day, Scottish power finally decided they had enough evidence to sort the problem out. They said in an email it would take 28 days, however that was in January. We've phoned them up about 4 times since then, each time being told it will be another 2 weeks because of some problem or another.

    So now we're at the end of another 2 week period where nothing has happened, and I'm wondering if anyone had any tips for getting this resolved?

    I'm not very good at being bullish with customer services, but I'm willing to try it if I could get some pointers on what to say - does asking to speak to a supervisor work?

    Failing that is there another road we could go down, getting in touch with a regulator or ombudsman etc.? Perhaps that could that be something I could mention on the phone to get there attention?
    Originally posted by heyitsroth
    https://community.scottishpower.co.uk/t5/Complaints/How-to-make-a-complaint/ta-p/37

    Any help?
    • PaschalFun
    • By PaschalFun 2nd Apr 18, 11:23 AM
    • 178 Posts
    • 53 Thanks
    PaschalFun
    • #6
    • 2nd Apr 18, 11:23 AM
    • #6
    • 2nd Apr 18, 11:23 AM
    ...Just having a whinge on the phone does not consitute a formal complaint.
    Originally posted by matelodave
    On the contrary...

    We define a complaint as 'any expression of dissatisfaction by a customer in relation to our service or products'.
    https://www.scottishpower.co.uk/pdf/HandlingEnquiryComplaint
    (page 4)
    • NittyGritty
    • By NittyGritty 2nd Apr 18, 11:46 AM
    • 958 Posts
    • 295 Thanks
    NittyGritty
    • #7
    • 2nd Apr 18, 11:46 AM
    • #7
    • 2nd Apr 18, 11:46 AM
    personally I wouldn't bother contacting customer services if its important


    go directly to the top and contact the CEO of SP


    you will find they will reply and sort the issue out much quicker
    • PaschalFun
    • By PaschalFun 2nd Apr 18, 11:53 AM
    • 178 Posts
    • 53 Thanks
    PaschalFun
    • #8
    • 2nd Apr 18, 11:53 AM
    • #8
    • 2nd Apr 18, 11:53 AM
    personally I wouldn't bother contacting customer services if its important


    go directly to the top and contact the CEO of SP


    you will find they will reply and sort the issue out much quicker
    Originally posted by NittyGritty
    Perhaps you should follow the same advice regarding Utilita, eh?

    http://forums.moneysavingexpert.com/showthread.php?t=5820230
    • NittyGritty
    • By NittyGritty 2nd Apr 18, 1:54 PM
    • 958 Posts
    • 295 Thanks
    NittyGritty
    • #9
    • 2nd Apr 18, 1:54 PM
    • #9
    • 2nd Apr 18, 1:54 PM
    why would I go to the top if its not important? It was just a general enquiry

    if you actually read their post they said they contacted them 4 times already etc


    hence my post about the CEO option would be better than continuing using customer services



    maybe you should actually read what the post was about before you add further needless comments
    Last edited by NittyGritty; 02-04-2018 at 2:04 PM.
    • matelodave
    • By matelodave 2nd Apr 18, 3:04 PM
    • 3,888 Posts
    • 2,441 Thanks
    matelodave
    Originally posted by PaschalFun
    That's fine providing that they actually register it as a complaint when you phoned them and you have a complaint reference or some sort of proof with a date that the compaint was made.

    Stage 1 - Contact us with your complaint
    When you contact us about your complaint, we will log this and provide
    you with your unique complaint reference number. Most issues areresolved after investigation by us at this initial stage

    A query or question isn't a complaint even if you are unhappy with the answer until they accept it as a complaint within their process.
    Last edited by matelodave; 02-04-2018 at 3:09 PM.
    Love makes the world go round - beer make it go round even faster
    Look after our planet - it's the only one with beer
    • heyitsroth
    • By heyitsroth 4th Apr 18, 1:21 PM
    • 16 Posts
    • 2 Thanks
    heyitsroth
    It is not your supplier that has to do all the work. All meter readings are validated by a Data Collector and submitted to supplier and for settlements. The DC will need to reverse out every metering reading back to the point it was mixed up, they will then need to reprocess all the meter readings. This can take some time depending on the number of readings involved.
    Surely it's up to the supplier to instigate this procedure though? And to give accurate estimates for how long it will take?

    personally I wouldn't bother contacting customer services if its important


    go directly to the top and contact the CEO of SP


    you will find they will reply and sort the issue out much quicker
    This is the kind of thing my father would do, but I would feel out of my depth and have no idea what to say!

    You have to send them an e-mail or prefereably a letter (recorded delivery to prove they received it) marked "complaint" and detailing the situation.

    If they dont get it resolved in 8 weeks then you can go to the ombudman as they wont do anything until you've used the energy suppliers proper complaint process
    Yes this looks like the proper path to go down, and looking on the ombudsman's website it was all written there if I'd bothered to look!
  • Scottish Power
    So I figured out a few months ago, after a large bill, that my girlfriend's meter readings have been the wrong way round since she moved in.

    After taking many different photos of the meter at different times of day, Scottish power finally decided they had enough evidence to sort the problem out. They said in an email it would take 28 days, however that was in January. We've phoned them up about 4 times since then, each time being told it will be another 2 weeks because of some problem or another.

    So now we're at the end of another 2 week period where nothing has happened, and I'm wondering if anyone had any tips for getting this resolved?

    I'm not very good at being bullish with customer services, but I'm willing to try it if I could get some pointers on what to say - does asking to speak to a supervisor work?

    Failing that is there another road we could go down, getting in touch with a regulator or ombudsman etc.? Perhaps that could that be something I could mention on the phone to get there attention?
    Originally posted by heyitsroth
    Hi heyitsroth

    I am sorry to hear of the poor service you have received trying to get the correct bill issued for you girlfriends property. I would really 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 girlfriends full address
    her 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"
    • heyitsroth
    • By heyitsroth 10th Apr 18, 3:07 PM
    • 16 Posts
    • 2 Thanks
    heyitsroth
    Hi heyitsroth

    I am sorry to hear of the poor service you have received trying to get the correct bill issued for you girlfriends property. I would really 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 girlfriends full address
    her 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
    Originally posted by Scottish Power
    Thanks for reaching out, I've sent you an email with the information requested
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