Scottish Power

The vast majority of complaints are sorted out at this stage.

When you tell us about your complaint, we will strive to solve it straightaway… even during the call if you contact us by telephone. If we can’t resolve your complaint immediately, we will give you a unique complaint number and aim to acknowledge your complaint within 5 working days of recording it.

Our aim is to give you a comprehensive and straightforward reply within 10 working days. If we need more time to look into your complaint, we will contact you regularly, by telephone if possible, to keep you informed of our progress. We will work hard to resolve your complaint during the call, liasing with a Team Manager if required.

If we are unable to resolve your complaint immediately, we will pass your complaint to our specialist Customer Care Team.

The Customer Care Team will then confirm the name of the advisor responsible for resolving your complaint. We will aim to update you on the progress of your complaint every 10 working days.

If you are not happy with the way we are handling your complaint, you can ask to speak to a Manager, who will review your concerns and work with you to resolve the issue.

Please quote your unique complaint number whenever you contact us.

Escalation to the Executive Complaints Board.

If you feel your complaint has still not been resolved to your satisfaction, or we feel your complaint requires even further support, you can be reassured that we will proactively escalate your complaint to our Executive Complaints Board for further review. The Executive Complaints Board is dedicated solely to investigating and resolving complaints.

Escalation to the Customer Service Director

If your complaint has still not been resolved, we will escalate it to our Customer Service Director who will conduct the final review of your complaint. If we are unable to reach an agreement at this stage, we will send you a ‘deadlock’ letter explaining our final position. On receipt of this letter, you can either choose to accept our final offer or, contact the Ombudsman to review your case independently.