Making a complaint
If you have a complaint, please refer to our Complaints Handling Procedure. This formal escalation procedure is designed to ensure that any complaints are resolved as quickly as possible. Here’s a quick summary.
Stage 1 – Contact us with your complaint
You can:
Most issues are resolved after investigation by us at this initial stage.
Stage 2 – Customer Care Team
If we can’t resolve your complaint immediately, we’ll give you a unique complaint reference number and pass your complaint to a member of our Customer Care Team. This person will be your dedicated complaint handler. They’ll try to resolve your complaint within 10 working days, keeping you fully informed throughout.
You can ask to speak to our Customer Care Team at any stage in the process.
Stage 3 – Customer Service Director’s Support Team
If you’re still unhappy, your case can be reviewed by our Customer Service Director’s Support Team at CustomerServiceDirector@scottishpower.co.uk or alternatively you can write to:
Customer Service Director
ScottishPower
Cathcart Business Park
Spean Street
Glasgow
G44 4BE
They’ll conduct a final review of your complaint aiming to reach a mutually acceptable agreement. If this can’t be done, we’ll write to you explaining our position and providing our final offer. This is known as a ‘deadlock letter’.
You can either choose to accept our final offer or ask the Energy Ombudsman to review your case. This independent body can suggest a variety of outcomes, including an apology, explanation, remedial action and, in appropriate circumstances, a financial award. You can contact the Energy Ombudsman on 0330 440 1624. Remember to quote your unique ScottishPower complaint reference number.
Consumer Direct, the government’s helpline for consumer advice, offers clear, practical and impartial help & advice. They can be contacted on: 08454 04 05 06 or go to www.consumerdirect.gov.uk
For other useful contacts, please click here.
You can read our full Complaints Handling Procedure here or call 0845 270 0700 (Monday to Friday 8am – 7pm, Saturday 8.30am – 1pm) and we’ll send you a copy.