Making a complaint

Try as we might, we don’t always get things right first time.

To ensure that any complaints are resolved as quickly and satisfactorily as possible, we have a formal Complaints Handling Procedure. Here’s what to do.

Stage 1 – Contact us with your complaint

You can either:

We can resolve most issues during this first contact.

Stage 2 – Customer Care Team

If we can’t resolve your complaint immediately we will provide you with your unique complaint reference number and pass your complaint to one of our specialist Customer Care Team.

This person will be your dedicated complaint handler who will aim to resolve your complaint within 10 working days – keeping you fully informed of our progress throughout.

You can ask to speak to our Customer Care Team at any point in the complaint process.

Stage 3 – Customer Service Director

If, after dealing with our Customer Care Team, you have not managed to get a satisfactory resolution to your issue, your case can be reviewed by our Customer Service Director.

You can email him directly at CustomerServiceDirector@scottishpower.co.uk.

If we are still unable to reach a mutually acceptable agreement after this review, we will formally write to you explaining our position and providing our final offer. This is known as deadlock.

You can either choose to accept our final offer or ask the independent Energy Ombudsman to review your case. Outcomes the Ombudsman can impose include an apology, an explanation, remedial action and in rare cases, compensation.

The Ombudsman can be contacted on 0330 440 1624 – remember that you need a ScottishPower unique complaint reference number to deal with the Ombudsman.

For other useful contacts, please click here.

Making a complaint Options