Scottish Power

Market info

Energy firms ‘not improving customer complaint handling’


Energy companies are failing to improve their handling of customer complaints, Citizens Advice data shows. Complaints about four of the big six - SSE, EDF, British Gas and npower - increased between the last quarter of last year and the first quarter of this year. Scottish Power, by far the worst offender overall with 1,154 complaints per 100,000 customers in the first quarter, saw a slight drop from 1,163 on the end of last year. SSE received the fewest complaints at 55.1 per 100,000 customers, but this was an increase on the previous quarter’s figure of 44.5.

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Scottish Power suffers highest complaint record


Scottish Power has received the highest number of complaints ever recorded for a UK energy company in a quarter, according to the latest figures from Citizens Advice. There were 1,163 complaints about Scottish Power per 100,000 customers in the last quarter of last year, the national charity and consumer advocate said. It is the highest figure ever recorded against a single supplier, ending a year in which the total number of complaints about the Big Six provider increased by 488%, the figures show. The Spanish-owned company was banned from proactive sales for 12 days in March after failing to meet customer service targets set by Ofgem. The regulator found the firm had not made necessary improvements to respond to customer complaints.