ScottishPower to pay £18 million for customer service failings

ScottishPower has agreed to pay £18 million following an Ofgem investigation into the supplier’s complaint resolution, call handling and billing processes. Commenting on today’s settlement, Tom Lyon, Uswitch.com energy expert, says: “By imposing such a significant fine, the regulator is sending the energy industry a clear message that consumers must be treated fairly.

“Since Ofgem opened the investigation, ScottishPower has significantly improved its customer service record, including lowering average call waiting times and halving the number of Ombudsman cases.

“Today’s settlement should also serve as a warning to new suppliers entering the market, who must learn from the mistakes of the big six and operate in a way that keeps customers at the heart of everything they do. All suppliers have to give consumers the quality of service they deserve or they will pay the price.”

FOR MORE INFORMATION

Jason Wakeford

Phone: 0203 872 5612

Email: jason.wakeford@uswitch.com

Twitter: @UswitchPR

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