Scottish Power HQ - Glasgow

Nikita O.

Dear Scottish Power Team,

I am writing to express my extreme disappointment and frustration with the service I received while attempting to switch my energy supply to Scottish Power. The switch was scheduled for the 1st June, but it did not happen due to a miscommunication between Scottish Power and my previous supplier.

When I inquired about the issue, Scottish Power claimed that my previous supplier had declined the switch. However, when I contacted my previous supplier, they informed me that they had never received a request to switch until the 5th June. What's more distressing is that no one from Scottish Power bothered to inform me about the failed switch or provide any explanation. There was no phone call or any email communications whatsoever.

My experience with your customer service team was nothing short of horrific. When I called Scottish Power's customer service to investigate why I couldn't access my online account on the 5th June, I was met with appalling service. The call lasted over 30 minutes, during which I was transferred between customer service and sales teams. While I was assured that the switch would be completed on the 6th June by a sales agent- nothing seemed to have happened. When I called back on the 6th June I was again transferred multiple times among departments, and the calls lasted over 60 minutes. Each representative seemed to blame the others, and no one took responsibility for resolving the issue.

The entire experience was infuriating, with every representative pushing me to cancel my account without addressing my concerns. The question "What do you want to do?" was repeatedly asked, with an evident emphasis on cancellation rather than resolving the issue. The lack of care, attention, and basic human decency displayed by your team has left me feeling disrespected, disvalued, and disappointed.

I am appalled by the way Scottish Power handled this situation, and I demand immediate action to rectify this issue. I request a thorough investigation into the matter and a prompt response regarding the actions you will take to prevent such experiences in the future.

Sincerely,
Nikita

Taylor R.

I am disabled. I have checked with citizens advice, and it is illegal to continually harass vulnerable/disabled. I have made them offers several times, they do not listen, they do not negotiate. So what do they expect? In that case, they don't get paid a penny. They shouldn't be in business, you cannot commoditise and private basic human necessities.

Alan M.

Absolute shambles of an organisation. Systems and processes that don't work and are not aligned. And if you have solar panels... FIT team, well the sooner AI replaces them the better. If you are taking over a deceased relatives account move away from SP right away.

Olivia R.

If you're wanting to use Scottish Power for solar panels, I highly advise against it. We were a customer with SP for about a year as they were the providers of the house we brought. No issues with general energy. Customer service was OK, depends who answered, had 1 decent call and about 3 poor ones. We enquired about the export guarantee well before we had the panels to be on top of it, was told someone from that team would be in touch they never did, I contacted them directly many times, no reply. In the end left to go elsewhere as we physically couldn't set up export and were losing money with all the energy we were sending back to the grid. NOTE: the SEG (export team) are digital only, you cannot call up the scottish power export guarantee team, it's physically impossible. Which is pure madness. I wouldn't have minded if someone actually replied on email but they don't. I feel like you might have 1 person on that team based on their repsose time. Left to go to another provider renowned for excellent customer service, setup instantly and waited only 2 weeks for the export to be setup after being told it can take up to 8 weeks, it was quicker for a brand new company to set us up and pay us what we've exported than it did to get 1 email from scottish power export team.

NOTE: the email I got back from them was after I left as a customer. So they are emailing an ex customer over waiting paying new customers? It took them 24 days to reply to an email. In that time we've been setup with a new company no issues.

As I said for energy, no real issues. However for solar energy export WOW. The team needs culling completely and you train your on the phone staff to deal with it or you get some people who can actually do the job, as their lack of communication is the only reason we left as a customer.

justin C.

So far I have to say that Scottish Power is unbelievably useless, beyond incompetent, 6 weeks of trying to get a meter installed still no confirmation that we will be getting one. Unfortunately we are stuck with them for the meter as they removed the original one, you would not believe it, so unprofessional. Stay away go to Octopus much better

Feras K.

If they stopped you in the streets never stop and listen to them, they basically lie to you saying you will only pay 81 pounds a month no matter how much you use energy. Then they send you an email wanting 400 pounds for excessive use.

DANIEL P.

Recently had the misfortune of dealing with this inept outfit.
Despite being asked to open an online account and App,neither worked,do I had to ring and email.Tried to give them accurate readings for a correct bill,and whilst chasing them,they charged me a £10 penalty for delay in paying their excessively incorrect estimated bills.Asked them to review it,and they refused,despite my gas account being over £116 in credit.Asked them to return that money,they said they would send a cheque in 14 days,but won't pay interest.
staff disinterested and stick to a script,try to upsell smart meters all the time- my advice would be don't do it,if you experience a problem you will struggle with them

Ay S.

The last time I was a customer with Scottish power was about 10 years ago and here I am 10 years later leaving a review because I’m still pissed off with the crooked unethical cruel twisted and psychotic behaviour of the people that I spoke to when they were scamming me for every single penny they could. I completely understand why they have two stars out of five because I am not the only person that has figured out that they deserve the worst review ever. 10 years later and I still hold the same vitriol as I did when I was actually a customer with them. I hope the government eventually does a national enquiry about this scum of a company.