Energy Ombudsman

We’ll always try to resolve any complaints.

If we can’t reach agreement with you, you may be able to contact the Energy Ombudsman. This is an independent body that looks into complaints between customers and their energy suppliers.

The Energy Ombudsman may investigate your complaint if:

• you have received a final ‘deadlock’ letter from us. You must refer your complaint to the Ombudsman within six months of receiving the deadlock letter; or
• you haven’t received a deadlock letter, but it has been at least eight weeks since you first made the complaint. You must refer your complaint to the Ombudsman within nine months of first making your complaint to us; or
• you are a business customer with:
  an annual consumption of up to 55,000 kwh electricity or 200,000 kwh gas; or
  up to and including 10 full time employees; and
• an annual turnover of up to 2 million Euros. 

If the Ombudsman accepts your complaint, they will first propose an informal solution. Unless both parties agree to this, the next stage will be for the Ombudsman to investigate your case, at the end of which they will produce a provisional conclusion. This details your complaint, as well as the Ombudsman’s findings, recommendations and proposed resolution.

Providing both parties are happy with it, the Ombudsman’s provisional conclusion then becomes its final decision, and the terms of this decision become binding. If either party believe that the Ombudsman has made a significant error in fact or there is important new evidence which would have a material effect on the decision, this can be provided to the Ombudsman in writing. This must be done within 28days of receiving the Provisional Conclusion, so they can consider it when making the final decision.

Please note - you’re still responsible for and should continue to pay the ongoing costs of your energy consumption while the Ombudsman is investigating your case.

On average, ScottishPower complaints take 5 months to reach completion.

The Energy Ombudsman can be contacted on 0330 440 1624 or 01925 530263, by visiting http://www.energy-ombudsman.org.uk/ or using textphone 18001 051 1513 or 18001 01925 430886. Remember to quote your unique ScottishPower complaint number