Scottish Power complaints procedure...
Discussion
For months I've had a running battle with Scottish Power (hereinafter called SP) over incorrect invoices and tariffs, leading to my lodging a formal complaint.
James from 'complaints' rang me and offered me £75 off my final bill - but said he would only do this if he could close the complaint and I didn't take the matter to Ofgem. He said that they never offered more than £75 and that if I declined and went to Ofgem they wouldn't award so much. It felt like blackmail, but wishing to draw a line under the matter further I accepted. He was what I'd call a 'corporate weasel', someone you can't quite get a sensible answer out of but keeps evading. He added that they were not allowed to leave messages - a fact which later led to issues being greatly protracted and complicated. After five more invoices (all different) arrived on the same day I reopened the issue and James offered me £100, neatly proving himself a liar... I won't bore you with the rest of the case.
My questions are:
Why can a complaint only be closed by telephone and not by e-mail (ie in writing)?
Why can't SP leave messages? This would have made things vastly easier.
Why is SP keen to pay off customers to stop them going to Ofgem? Is it because because they will get fined a larger sum?
The case continues...
James from 'complaints' rang me and offered me £75 off my final bill - but said he would only do this if he could close the complaint and I didn't take the matter to Ofgem. He said that they never offered more than £75 and that if I declined and went to Ofgem they wouldn't award so much. It felt like blackmail, but wishing to draw a line under the matter further I accepted. He was what I'd call a 'corporate weasel', someone you can't quite get a sensible answer out of but keeps evading. He added that they were not allowed to leave messages - a fact which later led to issues being greatly protracted and complicated. After five more invoices (all different) arrived on the same day I reopened the issue and James offered me £100, neatly proving himself a liar... I won't bore you with the rest of the case.
My questions are:
Why can a complaint only be closed by telephone and not by e-mail (ie in writing)?
Why can't SP leave messages? This would have made things vastly easier.
Why is SP keen to pay off customers to stop them going to Ofgem? Is it because because they will get fined a larger sum?
The case continues...
Simpo Two said:
Why can a complaint only be closed by telephone and not by e-mail (ie in writing)?
Why can't SP leave messages? This would have made things vastly easier.
Why is SP keen to pay off customers to stop them going to Ofgem? Is it because because they will get fined a larger sum?
1, They can close it how they want. Suggests they don't want to be quoted. Why can't SP leave messages? This would have made things vastly easier.
Why is SP keen to pay off customers to stop them going to Ofgem? Is it because because they will get fined a larger sum?
2. They can. They choose not to. Presumably blame it on data protection or other bulls
t.3. Ofgem I think monitor complaint numbers. ITIRC that fines have been issued to badly performing suppliers.
This isn't from a business perspective, but a personal one.
I was with them for 2 years, and there wasn't a month that went by when there wasn't some sort of issue. From having a £400 payment taken via Direct Debit (when the DD was set to £60, and SP couldn't tell me why they took the £400) to giving me £50 compensation which was then added to the figure I owed them in the first place.
For what it's worth, you'd be as well to wash your hands with them and move to a different supplier. I know this isn't what you're on here for, but you'd have less issues burning £20 notes in your kitchen than you would dealing with that shower.
I was with them for 2 years, and there wasn't a month that went by when there wasn't some sort of issue. From having a £400 payment taken via Direct Debit (when the DD was set to £60, and SP couldn't tell me why they took the £400) to giving me £50 compensation which was then added to the figure I owed them in the first place.
For what it's worth, you'd be as well to wash your hands with them and move to a different supplier. I know this isn't what you're on here for, but you'd have less issues burning £20 notes in your kitchen than you would dealing with that shower.
Thanks guys. Don't worry, I've moved!
I won't bore you with the whole saga but when my tariff ended last September and they were unable to put me on its replacement I moved. Then they lured me back with a special cheap tariff they reserve for people leaving. That all went tits up too so I left for good in December.
A chap from 'complaints' rang me and offered me £75 off my final bill - but said they would only do this if he could close the complaint and I didn't take the matter to Ofgem. He said that they never offered more than £75 and that if I declined and went to Ofgem they wouldn't award so much. It felt like blackmail but wishing to draw a line under the matter I accepted.
Then another five bills arrived on the same day, all for different amounts, so I opened the complaint again. The same man called and offered £100, neatly proving himself a liar. After that I went solely to e-mail for a trail, After an exchange they said:
'in line with our complaints handling standards if a telephone number is present on an account or a complaint we must attempt to contact that number in order to progress the complaint journey.'
Which is cover for the fact they tell you you have to accept £75 because Ofgem won't offer as much. Bloody weasels.
So the last time they called, last Saturday, I answered. Was it 'complaints' to finalise the matter? No, it was another part of Scottish Power calling to confirm that I was moving back! Honestly, you couldn't make it up.
There is one more payment to make soon. I have no doubt at all they will fk that up too.
I won't bore you with the whole saga but when my tariff ended last September and they were unable to put me on its replacement I moved. Then they lured me back with a special cheap tariff they reserve for people leaving. That all went tits up too so I left for good in December.
A chap from 'complaints' rang me and offered me £75 off my final bill - but said they would only do this if he could close the complaint and I didn't take the matter to Ofgem. He said that they never offered more than £75 and that if I declined and went to Ofgem they wouldn't award so much. It felt like blackmail but wishing to draw a line under the matter I accepted.
Then another five bills arrived on the same day, all for different amounts, so I opened the complaint again. The same man called and offered £100, neatly proving himself a liar. After that I went solely to e-mail for a trail, After an exchange they said:
'in line with our complaints handling standards if a telephone number is present on an account or a complaint we must attempt to contact that number in order to progress the complaint journey.'
Which is cover for the fact they tell you you have to accept £75 because Ofgem won't offer as much. Bloody weasels.
So the last time they called, last Saturday, I answered. Was it 'complaints' to finalise the matter? No, it was another part of Scottish Power calling to confirm that I was moving back! Honestly, you couldn't make it up.
There is one more payment to make soon. I have no doubt at all they will f
k that up too.Gassing Station | Business | Top of Page | What's New | My Stuff