ScottishPower

Shockingly poor customer service.
They can't talk to other departments, do not understand the UK and have zero interest in helping you. I have even emailed the CEO and same result. There are many more energy suppliers outhere.IF you are reading this you have started to investigate the suppliers, but at all cost avoid this company.

If I could give Scottish Power zero stars, I absolutely would. Their incompetence and utter disregard for their customers are beyond belief. For the past FIVE YEARS, they have been billing me for the WRONG METER at my flat. Despite countless attempts to get this issue resolved, they showed no initiative, no accountability, and no urgency to fix THEIR mistake.

To make matters worse, instead of correcting their error, they had the audacity to add derogatory marks on my credit file. This has caused me untold stress, tarnished my financial reputation, and affected my ability to secure credit – all due to *their* negligence.

Their customer service is an absolute joke – unhelpful, dismissive, and incapable of resolving even the simplest issues. After years of frustration, I cannot stress enough: DO NOT trust Scottish Power with your energy supply. They are the epitome of incompetence, and their actions (or lack thereof) show they couldn't care less about their customers.

Avoid at all costs.
My case has been excalated to Energy Ombudsmen several times now, still ongoing...

When signing up to ScottishPower's boiler insurance, Scottish Power confirmed to me by email that I am insured. But when I wanted to claim, it turned out that my insurance account was not even set up. They lost my insurance sign-up.

It took me approximately 10 emails to their Customer Service, but they constantly refused to assist me.

Finally, I got offered a £100 compensation and they assured me: "We will take this on board and make sure that the relevant changes are made to the customer service."

This assurance obviously did not get acted upon, because their customer service even worsened from then on.

Subsequently, I did not even get any reply at all to 4 out of my 5 emails to Scottish Power's Customer Service. This is a failure rate of 80%.

Worst company! Don't use them. If you ever have an issue with your meter it will take them months to fix. Neither my gas nor electric meter have been communicating with their system since 15/12/23, after weeks of going back and forth I finally had an appointment for someone to come fix them today 9/2/24. They only made an appointment for the electric meter! So I have to wait another month to get the gas fixed this is beyond ridiculous and no one here is helpful.

By far the worst energy company I have ever had to deal with. We incurred a debt with them because I was unable to contact them for six months. They have bullied us into a direct debit under duress

AVOID AT ALL COSTS - This is a shocking way to treat any business. You try and get a new business connected MPAN ************** who have just moved into the property and they tell you to email smereconnections but you cant talk with anyone and they dont reply to emails. Shocking just shocking i have waiting over a month for reply and noting and when you do try to call them its pass you to 7 persons before they just tell you to email again. AVOID AT ALL COSTS.

When moving into my home, they already supplied my electricity. But getting them to pick up the phone and being put through to a person who could switch it on from their end meant me constantly driving back to my old home just to charge my phone up, to try and get through, again. After several days I got my electricity on. My bills went up drastically in two months. I assumed this was satisfactory as my neighbour was paying similar with them. Just recently I signed my gas to them from British Gas but when I saw their direct debit prices for my pay as you go meter, with no communication about if they were going to change my meter, as stated on the sign up, I grew weary. By law you're allowed a 14 day cooling off period. I changed my mind after 5 days and sent the cancellation form after informing them fell on deaf ears. They now put my call in a long queue after they just picked up after two minutes prior. They wouldn't admit I had the right to cancel after 14 days and said that the cooling off period ended in three days?
I've got British Gas backing me up at the moment, and have transferred my electricity to them. They're not the best but their customer service are way better than SP. They sorted my gas ASAP when I moved in, unlike SP who like to play cat and mouse.
I have contacted the ombudsman service because what SP are doing is not right. Debit payment for a PAYG meter? And I'm from planet Uranus too!
Im apparently theirs on the national database but still topping up with British Gas? I've an email about my SP cancelled direct debit recently of £92.63, but just topped up £20 3 days ago with BG?
Money grabbers!
They really don't want to let me go. As for the amount of letters I've had about the hundred pounds a month from me, yet no answer to the fact that my meter is different. They don't have the answer for anything.
I previously lived in a house 20 years ago for two years, that was all electric. Even though I'd paid £250 quarterly, when I left they gave me a £2000 bill to which I disputed. After several attempts it turned out that the charges for night/ day were mixed up, ( intentionally I presume) and was actually £529 which was still a lot as I wasn't using that much.
I've witnessed an ex partner have trouble with this company too. They don't like to come out and change meters and will let you down if they've made an appointment with you. Every appointment missed got him paid by SP...
I agree with something said here, they should be shut down... obviously still up to old tricks.

Customer services don't have access to relevant info thus cannot be of service, also barely understand the client issue.

Terrible. If I could do a zero star, that is what I would pick. They say something and do something else. I moved to new flat and the meter display was down, they asked to change to smart meter which I did. I was promised that the amount on my three old keys will be added but they do things their way and find ways not give back the money. I am new customer and within 10 days I have decided to switch my power supply.
Terrible customer service.

All I want to express is that Scottish Power is well aware of their unjust practice of charging users unfair usage costs, and I have filed a complaint about it. However, it seems like they are choosing to ignore my concerns entirely. Despite recognizing that my usage is zero, they still charged me nearly 300 pounds over 25 days, and their response has been complete silence. I am deeply disappointed and frustrated with their behavior.

As a result of this unpleasant experience, I have decided not to support this company anymore, and I will actively discourage others from using their services. Their rating speaks for itself, and I am not the only one who feels this way. I will continue to share my negative experience with Scottish Power among my colleagues at work, friends, family, and their acquaintances to raise awareness about how poorly they treat their customers and the unfairness of their charging policies.

They removed the meter 3months ago and i have tried to get a replacement ever since via phone chat and email. This is without doubt the $#*!tiest company in the known universe. The ratings bar does not go low enough to properly assess this $#*!show

Truly dreadful company the worse ever, can't understand call handlers who shout and call all hours
Threatening use of we will come into your home and put meter in, dreadful communication even went to energy ombudsman who fined them still no change

Please never use or if like me you do, use your last bit of money pay them off and find a reputable company not this so called supplier

I am trying to be polite but utterly vile company should be investigated and closed down

This review is to help other victims or potential victims of Scottish Power (SP). Any issues must first be raised to SP directly, however, based on my experience, they will reply with generic replies or not reply at all. They simply don't care and are extremely rude, even if copying their CEO (keith.anderson) in the email complaint.
SP victims must first obtain a complaint reference before being able to contact Citizens advise *******0506); only then will SP take the complaint seriously. The Government has requested Citizens Advise to keep an eye on complaints to energy providers and SP are aware of this.
SP have been fined heavily by the government, yet they continue to abuse their customers.
SP is not a Scottish company, since 2006, Scottish Power has been fully owned by the Spanish multinational energy company Iberdrola, one of the largest utility companies in the world with also very poor reviews.
SP are rated one of the worst energy suppliers by "Which?"; please see "Which?" for the most reliable energy supplier. I have been recommended Octopus as "the most reliable", although anything will be better than SP at this point.
I hope this review can help. I never had any issues with any energy company until I became a customer of SP, since then it has been an absolute nightmare with many issues such as being overcharged and a faulty new smart meter. They have punished me for complaining & for keeping photographic evidence for over a month, by raising the tariff and removing my access to view my energy consumption in the phone app.

Worst experience ever. Few months ago I upgraded my top up meter to a smart meter getting a new account, and I got nothing but trouble since then. I have a gas account where they did an estimate charging me 4 times my actual consumption, and now 2 months after I left them I am still trying to call them to fix it with no results. The first time they told me that I should fix with my new supplier, and my new supplier should call them and fix. But that is not how it works since it is the old supplier, so Scottish Power, who should give meter reading to my new one. Then I called a second time and they keep passing me from a department to another until the last one did not answer and they told me to call back. All because the smart meter they install me is not communicating. Finally, it often happens that when you try to call the automated machine cut the call off for reason of busy lines without giving chances to speak with someone
Last time I tried to call, the guy close the call while I was speaking, very rude. This afternoon, they called me and I was able to explain my problem, but they are charging me 10£ extra for late payments, when it is because of them that I cannot fix the problem, and I was forced to make arrangements to pay in order to avoid extra charges. In the end I wanted to speak with a manager, so I was put in hold, and before I could speak with the manager the call got cut off, I called immediately back and they refuse to pass me the manager. To make things worse, I have a smart meter so they should be able to read the meter without me taking any action.
Warning for anyone AVOID THIS COMPANY AT ANY COST THEY NEVER SOLVE PROBLEMS AND THEY NEVER GIVE YOU A MANAGER

I have never had such terrible customer service they really don't care can not get to talk to anybody my electric bill was so high (bearing in mind I am out all day) do not use the electric cooker they were charging me nearly £10 a day for a very small 2 bedroom house could not make any sense of it but could not get to talk to anybody by message or phone after 6 months of stress eventually swapped providers with octopus who I spoke to within 6 mins waiting on the phone what a relief to speak to somebody
I would never recommend Scottish power to anybody customer service non existent they should be ashamed of them selves

Right Scottish power call handlers will not let you speak to a manager they brake loads of Scottish laws plus human rights laws going they should be in jail

I hate scottish power with a passion! They got me in debt they made me cough up 3,159 for a year I live in a two bed flat! I have paid it all I don't owe them a penny but they won't let me leave! I've been trying since September but they won't let be close my account do not use this company! They charge you what they feel like then your stuck with them for life!

My sister died in March 2022 and as executor of her estate I had to notify Scottish Power of her death and to change the bills in to her teenage son's account.
Despite this conversation Scottish Power started sending letters to my grieving nephew threatening to cut off his supply unless the bills in my deceased sister's name were paid.
After several attempts I finally got through to Scottish Power again, to go through the switch over to the new name for the second time and arrange a payment plan for outstanding arrears due to my sister spending the last months of her life in a hospice, but yet again the threatening letters to cut off the supply continued.
Tired of their behaviour I called Scottish Power once more and I was assured that everything was now in order, yet days later Scottish Power phoned and bullied my nephew into paying £600 without an explanation, which due to his young age and inexperience he paid despite barely having enough money to last him and his brother the rest of the month.
I phoned them once more to highlight this unforgivable error and Scottish Power returned the funds assuring me the matter was now resolved.
So you can imagine my anger and utter disgust when I discovered three months later that Scottish power had not been debiting my nephew's bank account, but instead had elected to take the funds from my grieving elderly mother's bank account instead, without advising her.
I called Scottish once more totally gobsmacked at their incompetence. After waiting for 2 hours online they eventually picked up and reimbursed the difference without an apology and finally set up the correct payment details in my nephew's name albeit we soon realised that they had done so without adding the surplus payment plan we organised for the outstanding amount owed.
To top it all off, Scottish power then sent a letter addressed to my deceased sister saying. "We are sorry to see you are leaving us".
Suffice to say that from the ratings on this website it is plainly obvious that you should never use Scottish Power.They have no customer support service and obviously no heart.
I have never experienced anything like it in all my life.
Avoid them at all cost.

Very bad. Leave them. I will be taking legal action against them soon. They charge you late payment and they put default on your credit file. Low life scumbags