If you are unhappy with our service, this page provides details on how you can log a complaint with us and details the steps we take to resolve this
If you have a complaint, we want to help put things right. Find information about our complaints process for domestic and small business customers and boiler care customers below.
We aim to give our customers the best possible service. But if something''s gone wrong, we’ll always investigate and do everything we can to put things right. We’ve tried to make our complaints process as simple as possible by following the 3-stage approach below.
The fastest way to get in touch about your issue is to chat to us online. You can now get in touch with us seven days a week. Chat to us 7 days per week 7am – 11pm. If we’re helping with other queries and can’t chat immediately, you’ll see the magnifying glass icon. We’ll soon be back online to help, please stay online. Why not ask our bot a question in the meantime? It’s a handy way to find help, from answers to articles to how-to videos.
Rather start your chat at a time that suits you?
To chat to us at a time that suits you, you can download our energy app via the iOS App or Android Google Play Store where you’ll have access to speak to us via In-App Chat. If you switch on your notifications, you will see as soon as we have replied.
If you’re a domestic customer and would rather speak to us, you can call us on 0345 270 0700. Our lines are open Monday to Friday 9am - 5pm.
The quickest method to speak to us is via chat however for all complaints you can also contact us by:
Write to: ScottishPower Customer Services, 320 St Vincent Street, Glasgow G2 5AD
If you’re a small business, you can contact us on 0345 058 0002. Lines are open Monday to Friday 9am - 5pm.
We aim to resolve issues as quickly as possible. If we can’t resolve your issue straight away, a dedicated complaint handler will be assigned to your complaint to review the issue and help to resolve it. They’ll keep you informed until we can fully resolve your complaint. We''ll endeavour to contact you as quickly as possible to resolve your complaint. In most cases this will be via telephone within 5 working days, unless you’ve asked us to get in touch another way.
At this stage you’ll have already told us about your issue and have an existing complaint with us. If you’re at this stage and feel your complaint is not resolved to your satisfaction, you can escalate your issue to our Director Support Team by completing this form. We’ll review your complaint and aim to respond within 3-5 days.
If you need to get in touch with us about your complaint at any stage of the process, the fastest way to do so is to chat to us online. Our chat facility is available from
Monday to Sunday, 8am-7pm.
You can also get independent advice from consumer organisations, such as Citizens Advice. You can contact their advisors at any point in the complaint process. Find contact details on the Citizens Advice website.
Free independent advice is also available from the Energy Ombudsman, once your complaint has reached or exceeded 56 days of age:
Phone: 0330 440 1624
Post: Energy Ombudsman, Energy, PO Box 966, Warrington, WA4 9DF
For more detailed information on how we’ll handle your complaint, you can download our complaints procedure
If you’re a Boiler Care customer and have a complaint relating to your Boiler Care service, please call our Customer Service team on 0800 001 5214 - Monday to Friday 8am-8pm and Saturday 8am-5pm.
If you are a current Boiler & Service Care customer and your boiler has stopped working, call us on 0800 111 4686 (lines are open 24/7)
If you have a complaint relating to ScottishPower’s consumer finance provision please refer to our complaints process
We may get in touch to request some additional information, such as meter readings or a meter serial number, to ensure we have the most up to date and accurate information to resolve your complaint.
You can let us know that you’re happy for your complaint to be closed using any of our contact methods including web chat or at scottishpower.co.uk/mycomplaint
We always aim to resolve complaints to our customers’ full satisfaction. However, if you feel that your complaint isn’t fully resolved, you can ask us to reopen it and we’ll take another look for you.
If we''re unable to reach an agreement with you regarding the resolution of your complaint, we''ll send you our final offer. This letter is called a deadlock letter. You can accept this offer or, if you''re still not completely satisfied, you can refer your complaint to the Ombudsman. Details of how to contact the Ombudsman can be found in Section 5 of our Complaint Handling Procedure.
Last updated: 3 November 2023