Final bills help

  1. I want to stay with ScottishPower. What do I do?
  2. When will my new supplier take over my energy?
  3. Do you need my final meter readings?
  4. When will I receive my final bill?
  5. When will I receive my refund from ScottishPower?
  6. How do I know what my closing balance is?
  7. I’ve left ScottishPower. Why are you still billing me?
  8. I’ve received a final bill for one fuel but not the other, why?
  9. I think my final account balance is wrong and a Direct Debit has been taken for the full amount. What do I do?
  10. I’ve left ScottishPower. My final meter readings are incorrect/based on an estimated reading. What should I do?
  11. The refund I've received doesn't match the amount of credit on my bill. Why?
  12. How do I transfer my debt to my new supplier?
  13. When will I receive my new suppliers payment card/key? And what happens if I don't receive one?
  14. I have a prepayment meter and my new supplier has asked for a meter reading. How do I take a meter reading?
  15. Why does my final balance show a debt when I pay by Pay As You Go?

1. I want to stay with ScottishPower. What do I do?

Great, we want you to stay too. Simply contact your new supplier to let them know you want to cancel your contract with them if you are still within your cooling off period. They'll stop your application to switch and we'll continue to supply you. If your energy has switched to your new supplier we'll need to arrange for your supply to be returned to ScottishPower. Please call us as soon as possible on 0800 027 0404 (Monday to Thursday 8am-9pm, Friday 8am-8pm, Saturday 9am-1pm) or find our best deal for you here

Back to top

2. When will my new supplier take over my energy?

Your supply will switch to your new supplier usually within 3 weeks of completing your application to switch to them.

Back to top

3. Do you need my final meter readings?

Your new supplier will ask you to supply them with Opening Meter Readings. They’ll use these readings to set up your new account and will send them to us to allow us to create your final bill accurately. In the meantime though you can help us bring your account up to date by giving us Meter Readings now.

Back to top

4. When will I receive my final bill?

Your final bill should be with you within 6 weeks from the date you switch to your new supplier. If you're a Dual Fuel customer, we'll send you separate bills for each fuel and send them to you as soon as each one is ready.

Back to top

5. When will I receive my refund from ScottishPower?

The opening meter readings you provide to your new supplier will be sent to us and we’ll use these to create your final bill. If we’ve received these actual readings from your new supplier and the balance on your final bill is greater than £5, we'll refund you automatically. We’ll do this directly into your bank account if you pay by Direct Debit or we’ll send you a cheque if you don’t. Either way your refund will be with you within 2 weeks from the date on your bill. Please don’t cancel your Direct Debit until we’ve issued your refund. If you have, then we’ll refund your credit by cheque within 3 weeks.

If we’ve received estimated readings from your new supplier, if you have a credit balance under £5, or if you have a prepayment meter and your credit is over £75, you need to Contact Us to claim your refund. You can find out if your bill has been based on estimated readings by checking the front page of your bill - an orange' Estimated' or 'Actual Readings' stamp appears on the top right hand side.

Back to top

6. How do I know what my closing balance is?

We'll create a final bill for you within 6 weeks of your energy switching to your new supplier. If you have an online account we'll send you an e-mail to let you know your bill is ready to view on your Online Account. If you don't, we'll post your bill to you. It's quite normal for your Gas and Electricity to progress at slightly different rates so, if you're switching both fuels you'll receive a separate final bill for each supply and we'll send them to you as soon as we have each of them ready so you'll receive 2 final bills.

Back to top

7. I’ve left ScottishPower. Why are you still billing me?

We need to prepare a final bill for you and it can take up to 6 weeks from your energy switching to your new supplier for you to receive it. It's quite normal for your Gas and Electricity to progress at slightly different rates so, if you're switching both fuels you'll receive a separate bill for each supply and we'll send them to you as soon as we have each of them ready so you'll receive two final bills.

Back to top

8. I’ve received a final bill for one fuel but not the other, why?

It's quite normal for your Gas and Electricity to progress through the switching process at different rates which means one fuel will switch to your new supplier before the other. We'll therefore create a separate final bill for each supply and we'll send them to you as soon as we have each of them ready so you'll receive two final bills. If there’s only a short gap between each fuel switching we’ll send the bills to you together in one envelope/e-mail. If it's been more than 6 weeks since your supply switched to your new supplier please Contact Us.

Back to top

9. I think my final account balance is wrong and a Direct Debit has been taken for the full amount. What do I do?

If you think your final account balance is wrong, please Contact Us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. We'll try to stop the Direct Debit payment being collected until we have reviewed your account. The sooner you Contact Us, the sooner we can help sort out any problems. For more information, visit our Direct Debit page.

Back to top

10. I’ve left ScottishPower. My final meter readings are incorrect/based on an estimated reading. What should I do?

Please Contact Us immediately with up to date meter readings. This will allow us to check the final bill and confirm the correct final balance for you. To amend incorrect final readings we need to agree this with your new supplier so please allow a further 28 days for us to do this and finalise your account.

Back to top

11. The refund I've received doesn't match the amount of credit on my bill. Why?

When switching supplier we'll issue you with a separate bill for each fuel and send them to you as soon as we have each one ready. If there's a credit on your first bill, when it's ready, we'll apply it to your other bill before sending you any refund. If you are not querying a refund following your first bill then please Contact Us.

Back to top

12. How do I transfer my debt to my new supplier?

If you're currently repaying a debt through your prepayment meter, you may be able to have this debt carried across to your account with your new supplier. If your debt is £500 or less, per fuel, and your new supplier agrees, we'll transfer this debt and you'll repay your new supplier instead. This process shouldn’t affect the amount of time that it takes to switch supplier and it should take between 6 to 8 weeks to complete the transfer of the debt. We'll send you details of what you need to do to transfer your debt and what happens next.

Back to top

13. When will I receive my new suppliers payment card/key? And what happens if I don't receive one?

Your new supplier will send you a new payment card/key shortly before your energy switches to them. If you haven't received one by then, please contact your new supplier. but don't worry, you can continue to use your ScottishPower payment card/key until your new one arrives.

Back to top

14. I have a prepayment meter and my new supplier has asked for a meter reading. How do I take a meter reading?

Electricity Key Meters - To read your key meter press the blue button until screen H appears and note your reading. If your meter also displays screens J and L (for 2 and 3 rate meters) please also note the readings on these screens.

Gas Meters - If your gas meter has dials, please note the numbers in black. If your meter has an LED screen, press the black button twice and then the red button to show the ‘Meter Index’ screen. The Meter Index is your reading so please note these numbers.

Back to top

15. Why does my final balance show a debt when I pay by Pay As You Go?

As a Pay As You Go customer, there's a number of reasons why your final account balance shows a debt.

1 - The final balance could be based on estimated readings. You can find out if your bill has been based on estimated readings by checking the front page of your bill - an orange 'Estimated' or 'Actual' Readings stamp appears on the top right hand side. If an estimated reading has been used, please Contact Us and provide the correct final readings. To amend incorrect final readings we need to agree this with your new supplier so please allow a further 28 days for us to do this and finalise your account.

2 - There could be missing payments that haven’t registered on your account, please check your bill and Contact Us with the missing payment information (including the value and date of payment).

Back to top