Scottish Power must “clean up their act” for its customers

Citizens Advice has said that it hopes that a “corner is turned” with Scottish Power over the ongoing billing issues its customers have faced. Today the regulator Ofgem has imposed a twelve-day proactive sales ban on Scottish Power over unresolved complaints.

Gillian Guy, chief executive of Citizens Advice, said:

“Customers of Scottish Power are still waiting for them to clean up their act. The poor service provided to many consumers with billing issues has turned initial errors into ongoing misery. That Scottish Power has met two of three targets to improve its service is good news for consumers. The sales ban from the regulator must now spur Scottish Power into action to ensure a corner is turned.

“Citizens Advice has repeatedly raised with Ofgem the billing issues that have beset Scottish Power customers for over a year. We have helped consumers who have been billed for thousands of pounds by mistake or prevented from switching supplier. All large energy firms should take heed that there are consequences if appropriate remedies are not taken for subpar service. It is crucial that the Competition and Markets Authority investigation uncovers whether energy companies are learning from their mistakes or not.”

Ofgem opened its an investigation into Scottish Power over its billing problems in November 2014. The regulator also has an ongoing investigation with npower over its billing problems since June 2014.

Notes to editors:

1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.