We aim to give our customers the best possible service. But if something has gone wrong, we’ll investigate and do everything we can to put things right as quickly as we can.
We’ve tried to make our complaints process as simple as possible by following the three-stage approach below.
The fastest way to get in touch about your issue is to chat to us online through our webchat. You can now get in touch with us seven days a week from 7am – 11pm. If you can it’s worthwhile logging into your account when beginning your chat, this way we have some of the information we will require already available to us.
If we’re helping other customers and can’t chat immediately, you’ll see the magnifying glass icon. We’ll soon be available to help, please stay online - we won’t be long.
If you would rather speak to us, you can call us on 0345 270 0700. Our lines are open Monday to Friday 9am - 5pm. It’s useful to have your account number to hand when phoning us in case we require to route your call to the correct department. You will be able to find your account number on your bill or in the app.
Want to start your chat at a time that suits you?
To chat to us at a time that suits you, you can download our energy app via the iOS App or Android Google Play Store where you can speak to us via In-App Chat. If you switch on your notifications, you will see as soon as we have replied.
The quickest way to speak to us is via chat however for all complaints you can also contact us by:
E-mail: contactus@scottishpower.com
Or
Write to: ScottishPower Customer Services, 320 St Vincent Street, Glasgow G2 5AD
If you’re a small business, you can contact us on 0345 058 0002. Lines are open Monday to Friday 9am - 5pm.
We of course aim to resolve issues as quickly as possible. If we can’t resolve your issue straight away, a dedicated complaint handler will be assigned to your complaint to review the issue and help to resolve it. Your complaint handler will keep you informed until we have fully resolved your complaint.
In most cases we will follow up with you via telephone within 5 working days, unless you’ve asked us to get in touch in another way.
You can also track the status of an open complaint at scottishpower.co.uk/mycomplaint
We hope we will be able to resolve your complaint before there is any need to escalate. However, if you have raised your complaint, and feel we have not done enough to resolve it, you can escalate your issue to our Director Support Team by completing this form.
We’ll review your escalated complaint with our Director Support Team and aim to respond within 3-5 days. We do our utmost to avoid the need for escalation and will do everything we can to reach an outcome that you feel is satisfactory.
For more detailed information on how we’ll handle your complaint, you can download our complaints procedure.
If you need to get in touch with us about your complaint at any stage of the process, the fastest way to do so is to chat to us online. Our chat facility is available from
Monday to Sunday, 7am-11pm.
Independent Advice
You can also get independent advice from consumer organisations, such as Citizens Advice. You can contact their advisors at any point in the complaint process. Find contact details on the Citizens Advice website.
Advice Direct Scotland may also be able to offer some independent advice.
Free independent advice is also available from the Energy Ombudsman, once your complaint has reached or exceeded 56 days of age:
Website: ombudsman-services.org/energy
Phone: 0330 440 1624
Post: Energy Ombudsman: Energy, PO Box 966, Warrington, WA4 9DF
For more detailed information on how we’ll handle your complaint, you can download our complaints procedure.
If you’re a Boiler Care customer and have a complaint relating to your Boiler Care service, please call our Customer Service team on 0800 001 5214 - Monday to Friday 8am-8pm and Saturday 8am-5pm.
If you are a current Boiler & Service Care customer and your boiler has stopped working, call us on 0800 111 4686 (lines are open 24/7)
If you have a complaint relating to ScottishPower's consumer finance provision please refer to our complaints process.
Last updated: 15 October 2024