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Scottish Power Complaints

At ScottishPower we aim to give our gas and electricity customers the best possible service. But if something's gone wrong, we 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 a 3-stage approach and detail of each stage is set out below. The first step to resolving your complaint is to contact us about your issue, we’ve provided more detail about how to do this below.

Stage one

Contact Us

One of the fastest ways to get in touch with us about your issue is to chat to us. Click on the chat icon in the bottom right hand corner of the page to check if someone is available. 

You can also get in touch by emailing us using our online forms. Click the button below which is best suited to the reason for your contact:

     Query    

Complaint

If you’d rather speak to someone, you can call us on 0800 074 1985. Our contact centres are open Monday to Friday 8.30am until 6pm.  

 

Stage two

We are working to resolve your issue

We will aim to resolve all issues as quickly as possible and if we can’t resolve your issue straight away we’ll assign your complaint to a specialist complaint handler.

Your dedicated complaint handler will aim to resolve your complaint as quickly as possible. They will keep you informed of progress until we fully resolve your complaint.

 

Stage three

Escalate your complaint to our Customer Service Director

To have reached this stage you will have already told us about your issue and have a complaint with us.

If this is not the case please tell us about your issue via Stage 1 of our complaints’ process where you can get in touch.

If you are 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 a short form below. We aim to respond within 1-2 days.

You will be required to provide your complaint reference number, which can be found on any of the correspondence from us regarding your complaint.

Escalate complaint

Need Help?

If you need to get in touch with us about your complaint at any stage of our complaints process the fastest way to do so is to chat to us. Click on the chat icon in the bottom right hand corner of the page to check if someone is available.  

For more detailed information on how we will handle your complaint, download our complaints procedure.

Download our complaints procedure

 

Our complaints performance

If you need to get in touch with us about your complaint at any stage of our complaints process the fastest way to do so is to chat to us. Click on the chat icon in the bottom right hand corner of the page to check if someone is available.

You can view our performance in handling complaints over the last 4 quarters and the overall performance for the last year.

Updated by ScottishPower | 3 Jul 20

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