Calendar An icon of a desk calendar. Cancel An icon of a circle with a diagonal line across. Caret An icon of a block arrow pointing to the right. Email An icon of a paper envelope. Facebook An icon of the Facebook "f" mark. Google An icon of the Google "G" mark. Linked In An icon of the Linked In "in" mark. Logout An icon representing logout. Profile An icon that resembles human head and shoulders. Telephone An icon of a traditional telephone receiver. Tick An icon of a tick mark. Is Public An icon of a human eye and eyelashes. Is Not Public An icon of a human eye and eyelashes with a diagonal line through it. Pause Icon A two-lined pause icon for stopping interactions. Quote Mark A opening quote mark. Quote Mark A closing quote mark. Arrow An icon of an arrow. Folder An icon of a paper folder. Breaking An icon of an exclamation mark on a circular background. Camera An icon of a digital camera. Caret An icon of a caret arrow. Clock An icon of a clock face. Close An icon of the an X shape. Close Icon An icon used to represent where to interact to collapse or dismiss a component Comment An icon of a speech bubble. Comments An icon of a speech bubble, denoting user comments. Ellipsis An icon of 3 horizontal dots. Envelope An icon of a paper envelope. Facebook An icon of a facebook f logo. Camera An icon of a digital camera. Home An icon of a house. Instagram An icon of the Instagram logo. LinkedIn An icon of the LinkedIn logo. Magnifying Glass An icon of a magnifying glass. Search Icon A magnifying glass icon that is used to represent the function of searching. Menu An icon of 3 horizontal lines. Hamburger Menu Icon An icon used to represent a collapsed menu. Next An icon of an arrow pointing to the right. Notice An explanation mark centred inside a circle. Previous An icon of an arrow pointing to the left. Rating An icon of a star. Tag An icon of a tag. Twitter An icon of the Twitter logo. Video Camera An icon of a video camera shape. Speech Bubble Icon A icon displaying a speech bubble WhatsApp An icon of the WhatsApp logo. Information An icon of an information logo. Plus A mathematical 'plus' symbol. Duration An icon indicating Time. Success Tick An icon of a green tick. Success Tick Timeout An icon of a greyed out success tick. Loading Spinner An icon of a loading spinner.

ScottishPower fined £18 million for customer service failings

Post Thumbnail

ScottishPower has been fined £18 million by regulator Ofgem for customer service failings.

The energy firm “failed to treat its customers fairly” when handling calls, dealing with complaints and billing, the watchdog said.

Dermot Nolan, Ofgem chief executive, said: “ScottishPower let its customers down during the implementation of a new IT system. When things went wrong, it didn’t act quickly enough to fix them.

“This created frustration and worry for many customers, who also wasted a lot of time trying to contact the supplier by phone.”

ScottishPower was blasted for “unacceptably long call waiting times”, with the company receiving more than one million complaints between June 2013 and December 2015.

Ofgem added that thousands of ombudsman rulings were not implemented within the required 28 days and ScottishPower’s failures resulted in more than 300,000 customers receiving late final bills. This meant many customers did not receive money they were owed.

However, the regulator also said that, since it opened the investigation, ScottishPower has improved its customer service.

Up to £15 million of the fine will be paid out to ScottishPower customers affected by customer service issues and the remainder will go to charity.

Gillian Guy, chief executive of Citizens Advice, which provided evidence to Ofgem’s investigation, said: “ScottishPower failed its customers not once but twice.

“Not only did the firm struggle to get people’s bills right first time, it also failed to sort out the problems when customers tried to complain.

“Time and again we’re seeing big companies introduce new billing systems which leave customers in limbo – with the wrong bill and no way to sort it out.

“Ofgem is right to hand ScottishPower such a large fine. We also need the industry to start learning the lessons from issues which have caused such misery for consumers.”

Already a subscriber? Sign in

[[title]]

[[text]]