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Woeful customer service plaguing Scottish Power customers

14 Nov 2014

As Ofgem launches a formal investigation into Scottish Power’s customer service and complaint handling, Citizens Advice Scotland is highlighting figures showing complaints about the supplier doubling since the start of this year.

The charity and consumer advocate has repeatedly raised its concerns about Scottish Power’s effectiveness in handling complaints with the supplier and alerted the regulator to our concerns.  

CAS CEO Margaret Lynch said: 

"We strongly welcome Ofgem's announcement on ScottishPower. Alongside our sister organisation in England and Wales, CAS has been in regular contact with both Ofgem and ScottishPower for over a year about their consistently poor performance on call waiting times and billing. It's no wonder that trust in the energy industry remains so low when service remains so poor. Consumers deserve much better."  

 In the latest Citizens Advice energy complaints table below the best performing supplier is at the top and the worst is at the bottom. 

Ranking

Supplier

Complaints per

100,000 customer in April to June 2014

1

SSE

33.7

2

E.ON

79.2

3

British Gas

81.4

4

EDF

82.7

5

Scottish Power

256.0

6

npower

647.9

Average complaints

159.0

Previous quarter’s complaints figures below. 

Ranking

Supplier

Complaints per

100,000 customer in January to March 2014

1

SSE

38.7

2

British Gas

75.4

3

E.ON

83.6

4

EDF

84.5

5

Scottish Power

197.7

6

npower

664.8

Average complaints

153.9

ENDS

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