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.
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.
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.
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.
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.
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
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.