Complaint FAQs

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Complaint questions

1. How do you define a complaint?
2. What do you mean by 'fully resolved'?
3. How long will it take for you to deal with my complaint?
4. Who will deal with my complaint?
5. How will I be kept upadted about my complaint?
6. When will you contact me about my complaint?
7. Why do you need more information from me?
8. What should I do if I'm happy for my complaint to be closed?
9. What should I do if my complaint is closed but I'm not happy with the outcome?
10. What is a deadlock letter?
11. What if I'm a Small Business customer and I want to make a complaint?
12. Where can I get free, independent advice about complaints at any point in the process?

1. HOW DO YOU DEFINE A COMPLAINT?

Our definition of a complaint is an expression of dissatisfaction made by our customers in relation to our products or services. If we’re not sure we might ask you to confirm if you wish to raise a complaint.

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2. WHAT DO YOU MEAN BY 'FULLY RESOLVED'?

'Fully resolved' means 'we both agree that we have addressed all of your issues and you are satisfied with the outcome of your complaint'.

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3. HOW LONG WILL IT TAKE FOR YOU TO DEAL WITH MY COMPLAINT?

We’ll aim to resolve your issue straightaway, which is the case for the majority of our customers. If we’re unable to due to the nature of your complaint we’ll keep you informed of our progress until it’s fully resolved.

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4. WHO WILL DEAL WITH MY COMPLAINT?

In the first instance our customer service advisors will aim to resolve your complaint. If they can't resolve your complaint straight away your complaint will be passed to a member of our Customer Care team. At this time you will be given a named contact and they will also agree your preferred contact dates, times and method with you to keep you informed.

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5. HOW  WILL I BE KEPT UPDATED ABOUT MY COMPLAINT?

Your dedicated complaint handler will keep you informed of progress until your complaint is fully resolved, they’ll discuss the best times and menthods to get in touch with you and will also inform you of the various ways you can get in touch with us. 

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6. WHEN WILL YOU CONTACT ME ABOUT MY COMPLAINT?

We'll endeavour to contact you as quickly as possible to resolve your complaint, in most cases via telephone within 5 working days. However, there may be occasions where we are unable to reach you. Rest assured we'll continue to attempt to contact you at various times/days. Where we're still unable to get in touch we'll take all necessary action to resolve your complaint the best we can. 

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7. WHY DO YOU NEED MORE INFORMATION FROM ME?

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.

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8. WHAT SHOULD I DO IF I'M HAPPY FOR MY COMPLAINT TO BE CLOSED?

You can let us know that you are happy for your complaint to be closed using any of our contact methods including web chat www.scottishpower.co.uk/complaints

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9. WHAT SHOULD I DO IF MY COMPLAINT IS CLOSED BUT I'M NOT HAPPY WITH THE OUTCOME?

We always aim to resolve complaints to our customers’ full satisfaction but if you feel that your complaint isn’t fully resolved you can ask for us to reopen it and we’ll take another look at it for you.  Simply contact us through any of our contact methods www.scottishpower.co.uk/complaints

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10. WHAT IS A DEADLOCK LETTER?

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 not completely satisfied you can refer your complaint to the Ombudsman.

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11. WHAT IF I'M A SMALL BUSINESS CUSTOMER AND I WANT TO MAKE A COMPLAINT?

We're sorry that you're unhappy with our service and we’d like to put things right for you as soon as possible.  Details of our complaints procedure for Small Business customers can be found here.

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12. WHERE CAN I GET FREE, INDEPENDENT ADVICE ABOUT COMPLAINTS AT ANY POINT IN THE PROCESS?

There a number of external bodies who can provide you with free, independent advice. You can look at our Useful Contacts for further information.

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