Annual complaint report 2017

Annual complaint resolution 20171

We have been working hard throughout 2017 to invest additional resources into our complaint handling process to deliver quick and full resolution of customers’ issues. We have new teams of complaint handlers looking after all customer complaints within the first 14 days, to maximise ownership and resolution of account issues.

Then for any complaint we cannot resolve within that first 14 days, it is allocated to a dedicated member of our Customer Care Team who will personally own and manage the complaint until it is fully resolved to the customer’s satisfaction.

During the period 1st October 2016 to 30th September 2017 we were unable to fully resolve 201,765 complaints from domestic customers by the end of the next working day, however, the vast majority of complaints are resolved within the first 2 – 3 weeks, and by 8 weeks the number resolved has risen to 94% (see Complaints Resolution chart below).


* This figure is as at the end of June 2017 because the performance figure at the end of September 2017 for this metric will not be due until early December 2017, when all complaints received in the period July to September 2017 will be at least 56 days old

As our internal complaint turnaround times have improved, we continue to see a resulting reduction in the number of customers having to refer their complaint to the independent Ombudsman. The 12 months to September 2017 saw a further 17% reduction in our case volumes from the Ombudsman, and followed our 48% reduction in the previous 12 months (see Ombudsman chart below).


Throughout the remainder of 2017 and into 2018, we will continue to focus on our complaint performance to further improve our turnaround times and, more importantly, to proactively identify customer issues and give customers the confidence that we will resolve their issues prior to any complaint being raised.

1 Our complaints handling process has been designed to meet all the requirements of the 2008 Complaint Handling Standards introduced by our Regulator Ofgem (The Office for Gas & Electricity Markets). These Complaint Handling Regulations can be found on the following government website:

Further information on how we handle complaints is provided in our Complaints Handling Procedure. If you'd like a hard copy of this, please contact us or write to us at: ScottishPower Customer Services, 320 St Vincent St, Glasgow, G2 5AD