Scottish Power Reviews

Name: Scottish Power
Rating: 1.11

1.1 Rating 1,102 Reviews

2 %

of reviewers recommend Scottish Power

Company Reviews

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Metrics

1.1

Based on 1,102 reviews

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1 out of 5

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Phone:

0800 027 0072

Email:

info@scottishpower.co.uk

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Scottish Power 1 star review on 9th November 2022

Chris Moisey

Scottish Power 1 star review on 4th August 2022

Emma Azhar

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I do not understand how this Company thinks it can get away with such poor customer service. I have been trying to pay my dual energy bill for nearly 18 months. Each month I have made sure the funds were in my account. Each month they failed to take the money. Each month I got a nasty letter telling me that the DD has failed. Each month I called them to enquire what was going on. I went in to my bank to check, I even set up a standing order which SP told me to cancel. I've made a direct payment. I asked them to check everything, including, twice, reading out my bank account number, which they said was correct. I finally got through to someone who knew what they were talking about, who revealed that they had keyed in the WRONG BANK ACCOUNT NUMBERS!!! I asked 3 times to put a complaint through, which was not done. On the final occasion, after asking them for a copy of their complaints policy, the person said the company did not have one, and they also had no complaints department! Each time I have called them, after being on the phone for ages, it feels to me as if they apologise, and then proceed to fob me off with just setting up a new direct debit, on a new tariff, which always changes, and I tell them that they have not resolved the problem so it will fail again. And it does! What a surprise. So I end up finally complaining to their 'Resolve' service, who offer me a paltry £20, an insult, and even though I refuse to close the case until the DD has actually worked, they close the case anyway. Sure enough, the new DD still doesn't work, I complain again, the case is closed again. The Ombudsman has been contacted and I have been offered more compensation and a proposed apology, but as I work long hours (9 days in a row of 14 hour shifts) and missed their email, when that offer 'expired', they closed the case once again. I am completely fed up...when a customer enters in to a contract with a utilities company, the agreement is to pay what is owed. That's what I have been trying to do for nearly 18 months. Scottish Power surely is under obligation to provide a system that enables that customer to pay? And when therre is a problem, caused by a mistake with SP, surely...1. Investigate, 2. Put it right, 3. Apologise, 4. Make sure it doesn't happen again. Well, this has happened to me every month for far too long now. The money is due to be taken today by direct debit...funnily enough, for the first time there is a Scottish Power marker on my account so at least they have changed the account numbers to the correct ones now, hooray! But my Bank records show that the DD has not been set up properly yet...back to square one! Come on Scottish Power, if I had been that incompetent in my job I would have been taken to task. Sort your own house out. More training perhaps? A review of your systems?”

Helpful Report

Posted 5 years ago

“In reality, not worthy of one star. Just switched from them, usually have a direct debit dual fuel for £143 per month, and up to date, i owe them nothing (as at middle of September). New supplier taking over as of the 1st October. Scottish Power send me a new bill shortly after my mid September meter readings, acknowledging I owe them nothing, but they've changed my direct debit to £212 per month. Straight on the phone to them, supposed professional on the end of the phone, he said there would be no direct debit taken at the end of September, instead you'll just get a final bill in the weeks after the new supplier takes control. OK fine. Not OK and fine, guess what? Scottish Power took the massively over inflated £212 from my account at the end of September anyway, money of which they have no right to take, I don't owe them (at most about £65/70 for the last two weeks). Scottish Power REFUSE to give me back MY MONEY, stating that I, the lowly customer have to wait until they have prepared a final bill, which obviously could be many weeks away. Frankly, this is fraud, earning interest of my money before they decide they want to give it back, imagine how many people they do this to?!!! If not fraud, then a shocking mistake by professionals involved and every effort to resolve the situation and give the customer back his money should happen! I find it no wonder that Scottish Power ranks almost at the bottom of the energy supplier survey done by 'Which?' Whilst it's not essentially about the money to me, it's the principal, I can fully see that to many people who can ill afford to waste any money, this is no laughing matter. In every sense of the word, SHOCKING! PS. I've only just begun”

Helpful Report

Posted 5 years ago

“Total idiots MUST be running this thieving company. Oh, maybe not, they may just be that they are living in a cloud. They estimate your readings without telling you, and they estimate them higher than they are, which then means that you can not put the correct one in. I agreed a tariff on the phone for my 2 tariffs [ economy 7 ] but was charged more on both day and night rates. On the phone no one seems to understand the question that you ask them. You have to ask same questions several times and then when you think everything has been sorted the problems just start again and even more problems crop up. Luckily I record all my phone calls as they say they do, so I can prove all this to them. Why is such a company as this be allowed to operate and stress people out as they have certainly done to me.”

Helpful Report

Posted 5 years ago

“Shocking company, daughter was with these for approx a month received an extortionate bill for over 400 pounds, she asked them to look into it. Was waiting for meter to be fitted engineers just didnt bother to turn up for two scheduled appointments. She switched suppliers, she was still quering the so called 400 pounds and SP kept promising to "get back to her". This week letter from debt agency arrived, thanks SP you have caused my daughter no end of undue stress and worry and now she prob has to pay this extortionate made up amount of money or face having what little she owns taken off her or go to court. Your company should be looked into properly and shut down.”

Helpful Report

Posted 5 years ago

“My experience with Scottish power has caused so much stress and has been a appalling service. I recieved a email back in July after leaving them to say I was owed a refund. I have fought and spoke to various people most of who have fobbed me off telling me I would be getting my refund cheque than when I have rang again after not receiving what is rightfully mine I get told different things. Such as I've been wrongly informed and it's still under investigation. Than they also had the audacity to wrongfully take money out of my account only to replace it the following month for an apparent electric bill which I did not owe! When I have attempted to contact them to discuss matters most of the staff don't seem to know what's going on with my closed account however I have had numerous missed calls whilst working in a busy hospital off them and when I have not answered have been told they have shut my case down via email. It's all been extremely exhausting they have no consideration for their customers well being I was with them for 5 years and have unfortunately had to go through all of this whilst being heavily pregnant. Every body stay well clear from this energy supplier there is no customer service a lack of communication and unfortunately they are reluctant to help.”

Helpful Report

Posted 5 years ago

“I'm in the same boat as Ian Greenwood. I was switched to Scottish Power by OFGEM after the collapse of Extra Energy. Which I didn't ask for, I spoke to customer services as they were going to put me on a higher tariff of 75 a month I said I couldn't afford it as I'm benefits and I have serious health issues. I was told not to worry about it, but I decided to switch companies as I didn't trust Scottish Power and Often were no good. I switched to Bulb on the 28th December via one the compare sites. It wasn't until February 2019 that my supply was actually changed. Now I'm £156.00 in debt thanks to Scottish Power because they didn't switch when I requested it. I'm going seek legal advice as I think they are out of order. Not only that I have Extra Energy breathing down my neck, despite being in credit at the time they went bankrupt all of a sudden I owe them money and now I have bad credit rating.”

Helpful Report

Posted 5 years ago

“How difficult can it be to give a company meter readings? We are on Economy 7 and have to give 2 meter readings. I tried to do this on the app but have not idea which box to put which reading in. I contacted "live chat" who finally respond 6 hours later. I am asked to take more readings. Morning and evening. That isn't good enough so now I have to take readings 4 times a day. I know which reading is which but they won't accept it. It has been a week since I first contacted support and they still haven't accepted my opening readings and won't send anyone to do the reading themselves. This company is a total waste of time.”

Helpful Report

Posted 5 years ago

“Just an awful incompetent company, stay away.”

Helpful Report

Posted 5 years ago

“Totally decimated my credit rating and life. Literally no idea where to start. I was switched to Scottish Power by OFGEM after the collapse of Extra Energy. I immediately switched to EDF with a DD amount of £89. So was with Scottish Power for 33 days during the switch, for which they sent me a bill for £224. Which is literally double the cost of our gas/electric any other given month that we have been in this property (4 years) and well over double our DD since with EDF and and we are currently £167 in credit with EDF. So I have written to Scottish Power by recorded delivery letter 6 times, the only ever response being another copy of a bill with wrong start and finishing meter readings, and impossible thing for them to have gauged, given they never approached the property for a reading after the collapse of Extra Energy and have never been on the property EVER. Now, after ignoring all my letters they have not only set a debt collector on me, they have also put the first ever Default marker on my Experian report, dropping my report 467 points, instantly taking my credit rating from "perfect", to "very poor". I am 47 year old very successful individual who can well afford the £224, but principles do not allow me to pay unjustified extortionate bills, seemingly plucked out of mid air. I have NEVER missed any payment for anything . Yet these people have literally decimated my credit rating over night. If I lived in Scotland, I would be at their head office door until this got sorted, although to be honest, I may take the trip anyway.”

Helpful Report

Posted 5 years ago

“Absolute rubbish company. I swapped from E.O.N. Paying £132 a month, always in credit by the beginning of winter. An incompetent (as I now know) rep, told me it would be £112 a month. I verbally gave him my name AND spelt it. AUSTIN. I gave them my bank details, checking with them it was correct. I downloaded their app. Then, got email after email saying my bank had refused payment! I made manual payments. After a horrendously long phone call, I managed to get them to understand that my name was AUSTIN, not f****** OSTIN, and perhaps if they used my correct surname for my bank they could quite well get paid! Success. However, I was advised I would need to pay £148 a month. Also, App now fails to provide the ability to submit meter readings. Now, middle of September, I’m £48 in debit, not the hundred or so I would be in credit with E.O,N. roll on March, I’m going straight back to EON. Scottish Power, rubbish for price, help and app.”

Helpful Report

Posted 5 years ago

“In short they are totally incompetent. They fitted a smart meters in April which they don't seem to be aware of even though they have been informed on many occasions. I have given them the smart meter readings 5 times and they just don't seem to be able to update the account with the correct readings. They just don't seem to have the management and control systems in place to deal with their own errors so they just propagate.”

Helpful Report

Posted 5 years ago

“Thieves increased my direct debit from £92 to £172 per month even though I was in credit and start of warm weather (April) where my average bill over previous 2 years from April to September was £30to £40per month. Refused to reduce so I cancelled direct debit as I was going to be many hundreds of £ in credit so they increased my unit charges. They, don't know what they are doing. I wouldn't recommend them”

Helpful Report

Posted 5 years ago

“Nothing but trouble, paid by DD for years and during the summer months they held over £500 in credit irrespective of us ticking the relavant box to pay back if over £5 in credit. Imagine all those £millions of pounds SC held. Decided to cancel DD and reversed this situation and drip fed them my funds. After many calls and agreements set up to pay the reverse back they decided to appoint a debt agency even with many calls my end. Never again, they need to get their act togethor”

Helpful Report

Posted 5 years ago

“I switched from SSE to Scottish power on 3 June 2019 via MoneyExpert. At the start of August 2019, I returned home from work to find that my gas meter box door was broken and hanging out. I took pictures and contacted Scottish power the following day to discuss this and assess whether they could help repair it. At the time, I had no idea that one of their employees had come to take readings the day the box was damaged. I discovered it when I was sent an email from them on 18 August 2019 advising that my latest energy bill/statement had been updated. When I looked at the bill, I discovered that someone had provided Scottish Power with meter readings on 2 August 2019, the day my gas meter box was broken... I then called them to complain on 29 August 2019 and the gentleman I spoke to that day, took down the complaint and advised me they would investigate and it might take them 3 to 4/5 days to come back to me. I called them today to get an update on my complaint and to my surprise was informed that the complaint was closed on 29 August 2019 after I had allegedly spoken to one of their employees and agreed to be given £20 in compensation. I was quite incensed upon hearing this as I had never had such a conversation. I checked my phone records and saw that they had actually called me twice on 30 August 2019 and I had missed their calls. I relayed this to the gentleman I was speaking with (who seemed reluctant to believe my account) and I had to insist that this shameful falsifying of information should be added to my previous complaint. I advised that not only had I not held any subsequent conversation with Scottish Power after my initial call to complain but moreover I would not have accepted the £20 offer which would not even cover the cost of replacing the gas meter let alone the labour costs of the person(s) who would undertake the replacement. Further, once more, when I returned home from work on 3 September 2019, once more, I found that someone had left my damaged gas box meter open and ripped off the tape I had had to use to hold it together. To say that I am appalled at the service I have received cannot express what I am feeling. I was promised they would call me back... What a disappointing experience to date! Mercedes Damian”

Helpful Report

Posted 5 years ago

“Probably the worst of the worst. Unbelievably arrogant.”

Helpful Report

Posted 5 years ago

“So I’ve currently just switched to Scottish power and my experience so far has been shocking!! I get back off holiday at 2am and all my electrics off. I havent received any gas or electrics cards whilst I was away? So I press the emergency. Later that afternoon at 1pm the electric goes off again. I phone them and I’m passed from every person who works there. Over an hour later I’m told my meters broke someone will be out to you within 4 hours. Bearing in mind I’ve got 3 kids. A 1 year old, 4 year old and a 7 year old who is autistic! So we wait 5 hours! A hectic 5 hours! I phone again get put on hold for another hour and they tell me I have to wait another 4 hours!? I’ve got 3 screaming kids! All sat in waiting for someone to turn up! My fridge and freezer are slowly defrosting! It’s going dark and I’ve got no electricity! Finally someone turns up at 11:30pm..... and fits a new metre. But the new metres reading panel doesn’t work? So from 1pm- 11:30pm we was left with nothing. Nobody seemed to care? And the whole situation was very stressful for myself and my 3 children!! I think the company is a joke!!”

Helpful Report

Posted 5 years ago

“Awful company. Didn't fix my broken meters. Botched a switch to Bulb by refusing to transfer one of the meters. Talking with their customer service is an absolute waste of time. Nothing ever gets done and the next time you contact them, you're starting from scratch all over again.”

Helpful Report

Posted 5 years ago

“I was with scottish power for years never had any issues until I was put on a pay monthly meter... as soon as that was installed bill were not sent out or put up online everytime I phoned up I was given different bill amounts even being told I owed nothing to then being told I owed over 200 pound the day later... also being told to do different things /different excuses... eventually decided to leave them after 6 months of hell and numerous phone calls every week and complaints being made... the only way they would allow me to leave was if I closed the complaint.... but then they wouldnt allow me to until i paid a 300 pound bill they have estimated even though I'd kept up with meter readings.... i refused to pay a penny until they switched to the new supplier who I am now with.. so happy to not be with scottish power now... I still owe 322 pounds and have had very horrible letters/emails every week since even one telling me they will add another 128 pounds if they send it through a debt collectors even though I have phone up multiple times asking to set up payment plans and no help.... do not use scottish power they are ok until u need something sorted by them”

Helpful Report

Posted 5 years ago

“They keep hassling me to have a smart meter”

Helpful Report

Posted 5 years ago

“Useless company! (there was more, but that about sums it up perfectly I find)”

Helpful Report

Posted 5 years ago

Scottish Power is rated 1.1 based on 1,102 reviews