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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 complaint process as simple as possible by following a 3 stage approach. The first step to resolving your complaint is to contact us, where you can chat to us or give us a call. If after making contact with us about your compliant and you’re not happy with the progress or the outcome you can escalate your complaint to our customer service director as show in in stage 2. Thereafter we reach the final stage of our Scottish Power complaints process which is outlined in stage 3 below.

 

Stage one

 

 

Call us

 

If you have an issue and you’d like to speak to our customer service team call us - free on: 

0800 074 1985 
Monday to Friday 8am - 10pm, and Saturday 8.30am - 6pm

 

Stage two

 

Raise your issue to our Customer Service Director

 

If you have already raised your issue with our customer service team and feel it is not resolved, you can contact our Director Support team by completing a short form. If you have not yet raised a complaint and need additional help please complete the form and we will investigate for you. We normally respond within within 3-5 days.

Please include a note of your complaint reference number if you already have one and provide full details on why you need to escalate your issue and what we can do to resolve it.

Escalate complaint


 

Stage three

 

This is the final stage of our complaints process, we aim to resolve all complaints by this point, however if you feel it is not resolved to your satisfaction or if you do not agree with the outcome of your complaint you can contact our Director support team, if not already done so, or you can seek further independent support and advice should you need it. This information is contained in our procedure below.

For more information on how we will handle your complaint or other ways to get in touch - download our complaints procedure.

Download our complaints procedure


 

Our complaints performance

 

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

Updated by SP-Help | 9 Nov 18

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