Ofgem reviews ScottishPower’s complaints handling process

Energy regulator Ofgem has opened a compliance case into ScottishPower’s complaints procedures, which includes concerns about the supplier’s handling and resolving of critical issues, diagnosing root problems and the impact this has on poor outcomes experienced by customers.

Ofgem says that ut has have been increasingly concerned about the volume of ScottishPower’s referrals to consumer bodies. Slow complaint resolution times leading to customer dissatisfaction have been identified with a lack of ability to identify, understand and resolve the root causes of known issues to prevent further similar complaints.

When customers have a problem it is important that suppliers take steps to put things right. Ofgem expects that customer concerns are received, handled and processed in a timely and efficient manner in accordance with 7(1)(a) and (b) of the  Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.

Ofgem has been working closely with ScottishPower on these issues and is holding them to account for poor performance by asking them to set and achieve clear improvement targets.

Ofgem says that is disappointed with the lack of progress made by ScottishPower towards achieving this objective.

ScottishPower says that it takes complaints resolution seriously and are working to improve their complaints processes.

Ofgem says that if it does not see improvements in ScottishPower’s performance it will consider taking further steps, including the possibility of enforcement action.