Welcome to the community
Simply ask, learn and share
cancel
Showing results for 
Search instead for 
Did you mean: 

ScottishPower 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.

COVID-19

While our contact centres have been impacted by COVID-19, we’ve still been working hard to resolve all of our customer complaints. We are in the process of returning to our normal operational levels and if you have an outstanding complaint with us, please be assured we will continue working on your complaint and we aim to resolve this as soon as possible.

If you’re worried about bills or payments during this time we’ve taken steps to give you more flexibility and control. For more information and advice please visit our dedicated page below:

COVID-19 Information for Customers 

We’ve tried to make our complaint process as simple as possible by following a 3 stage approach.

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.

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

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

Download our complaints procedure


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.  

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 | 26 May 20

Labels: None

11 of 47 users found this helpful