Have you recently received a bill and are looking for some help to understand it? We have detailed some useful information as well as some videos below that might help to resolve your complaint or query.
My complaint is to do with my bill being wrong/too high.
If your complaint is to do with your bill being wrong or unexpectedly high, we recommend that you check your current and previous bills to see if any meter readings have been estimated. If your bill has been based on estimated readings we will show this on the front page at the top right hand side. It's possible that your previous bills were based on estimated meter readings that were too low and that your current bill has been calculated using actual meter readings, so it's higher than you expected. This can happen if we haven't been able to get meter readings for some time. If your current bill has been estimated please provide us with actual readings to enable us to send you a more accurate bill.
There are three easy ways for you to provide a meter reading:
Log in to MyAccount and select ‘Enter Meter Reading’.
Download and enter your readings in our free YourEnergy App
Call our 24 hour automated meter reading service on 0800 027 8000.
If the meter readings look right, it's likely that your energy use has increased over the billing period. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer. It's also worth considering whether you've changed your circumstance or have used any new or different appliances during the billing period, which may account for the higher usage, or if one of your appliances has developed a fault.
You may also be able to reduce your future bills by choosing any available cheaper ScottishPower tariff by logging into MyAccount and selecting ‘Change Your Tariff’ to find all of our current available tariffs.
My complaint is to do with my bill being amended.
If your complaint is to do with your bill being amended or about cancelled charges the following information and youtube video should help resolve your issue. Cancelled charges are energy consumption and VAT charges that have been reversed and removed from your bill to correct your account balance, your account balance will change to reflect this amended amount and a new amended bill is then issued.
For further help on issues you have experienced with your bill please see the following help articles;