Review Time
We were just about to transfer our business electricity to Scottish Power for 3 years but when I read the terms and conditions, they wanted our director to sign to say she would be personally liable for any costs. We are a limited company and the agreement is between the companies, not the directors. I am pretty sure the director(s) of Scottish Power would not sign an agreement taking liability for costs from a supplier. We also wanted the costs fixed but Scottish Power could increase costs on the variable portion of the contract every 3 months, so they may start off cheaper, but I imagine they won't be by the end of the 3 year period. Please read the terms and conditions before signing like I did.
I switched to a new provider from my previous one, with the assurance that I could revert back within 14 days if I changed my mind. After just 6 days, I decided to switch back, but they did not facilitate the change as promised. Consequently, I ended up paying both my previous provider and the new one a total of £144.08. As someone with a disability and a limited income, I have no savings and no support, leaving me with only £20 to last for 3 weeks. I was informed I would need to wait 20 working days for a potential refund, and when I requested a guarantee, the representative said it wasn't possible. This company is poorly managed; while some customer service representatives were genuinely helpful, the overall accountability of the provider is lacking. Despite reporting a £1.3 billion profit in 2024, my brief experience with them has been the worst service I’ve encountered.
Initially, I responded to a promise of £100 to rejoin the service and called to arrange the energy switch based on that offer. The representative I spoke with mentioned that I needed to set up a direct debit, but I could simply call once the energy was switched and request monthly payments; it was supposed to be a formality. However, after a lot of back and forth and conversations with people I struggled to understand, the issue was finally resolved. When I inquired about the promised £100 reward, I was told multiple times it would be issued after 90 days. After waiting those 90 days without receiving the £100, I reached out again. Despite all my discussions with their representatives, who assured me of the reward, I learned that the offer had expired. I am very disappointed.
The customer service is extremely disappointing. It seems either the staff training is insufficient, or there's a lack of personnel, leading to poor performance. The app is not functional, plagued with significant bugs. The chat bot fails to comprehend my questions, and the only way to reach a human is to indicate my desire to leave. There’s no conversation history maintained, so I’ll resort to email for record-keeping. However, this poses its own challenges, as the advisors often overlook my messages. Sometimes, verbal communication is necessary, but it can also be frustrating and time-consuming. Different departments appear disconnected, functioning like separate entities. There’s a lack of continuity between those responding to emails and those on the phone. Their system also shows inconsistencies. I was eager to switch to another provider, but due to an error they made in recording the new smart gas meter details, I couldn’t proceed at that time. They altered my final bill without my consent, likely because my letting agent switched providers for the tenant (which only happened due to my persistent efforts to get the company to correct the database), resulting in changes to my final bill's end date and meter readings. They attempted to charge me for another person's energy usage. Despite multiple attempts to rectify this mistake, I continued to receive payment demands for amounts I didn’t owe, even regarding the initial 'final' bill that they claimed to have reversed. Each time I reached out, regardless of the method, I was presented with varying amounts owed. I received an email requesting payment with a link to my account, but upon logging in, it indicated that I owed nothing and didn’t offer a payment option. The app had a critical issue, showing incorrect meter readings, displaying the same reading for both gas and electricity, which were low. After topping up gas, I discovered it was actually the electricity that was low. They refused to assist, forcing me to spend more on the other meter. Thankfully, I had enough funds to top up both, but not everyone is in that situation. What if that had been my last £20 until payday? I would have been in serious trouble. They have since fixed that bug, but as a software developer, I believe it should never have been released in that state. They need a thorough review of their testing procedures. Additionally, I keep receiving missed calls from a number flagged as spam associated with the company, which is quite persistent and has a bad reputation according to my research. When I answered one of the calls, they hung up. That number is now blocked. Definitely one to avoid.
If I could give no stars, I would be thrilled. AVOID THIS COMPANY. I can't believe they are part of this program. My experience with their support team has been nothing short of distressing. They are causing me significant stress. I declined a smart meter, but was forced to accept one in 'dumb mode.' However, they removed that option and stated that I would not be getting 'dumb mode' again. A friendly representative assured me they would resolve this, yet the company seems determined to ignore my wishes, leaving me, an elderly person, anxious. I do not want this device in my home, and I certainly did not agree to have it activated. As for the £1000 refund I am trying to retrieve, it seems they have no intention of processing it in time for the holidays, even though I can easily calculate my bill myself. This isn't my first time reaching out to higher management due to frustration. DO NOT WASTE YOUR TIME; MAINTAIN YOUR PEACE OF MIND. AVOID THIS COMPANY! Even complaints seem to go unheard.
My experience with this service began in 2014 and has been filled with frustration. After moving out of a property where I had a PAYG meter, I was later contacted about a supposed debt, which took nearly two years to resolve due to poor record-keeping on their part. I swore I would never return, but here I am again, facing similar issues with my current property.
The service was rude and unhelpful. Customer support had poor phone skills and seemed only interested in dismissing my inquiries about the warm home discount. I also tried using the online chat multiple times, but the representatives were unable to understand me. I asked for another representative, hoping for better assistance, but the service only got worse. After being with them for over a year, I cannot recommend them.
My recent interaction with customer service was very disappointing, leading me to switch providers. I faced disconnections and a lack of support. Promises of a lower rate and credits were not fulfilled, and when issues arose, I was unable to get help. It's no wonder many customers feel frustrated and let down.
My recent experience with customer service was extremely disappointing. I decided to switch after being cut off and not receiving contact numbers. Initially, I was promised a lower monthly rate and a credit if I stayed, but that never materialized. When issues arose, I was unable to reach the appropriate team, and the customer service I encountered was unhelpful. I felt completely let down and frustrated.
This organization is quite bizarre. I sent a detailed email months ago and received no response, so I called. After logging a complaint, they eventually got back to me, stating my email went to the wrong department. It would have been simpler for them to forward my inquiry instead of making me wait so long. A representative from the complaints team insisted they couldn't forward emails and tried to dismiss my complaint, which was incredibly frustrating.
Claim your business profile now and gain access to all features and respond to customer reviews.
ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. The ScottishPower Group only produces 100% green electricity - our focus is on wind energy, smart grids and driving the change to a cleaner, electric future and we’re investing millions of pounds every working day to make this happen. We’re committed to speeding up the transition to cleaner electric transport, improving air quality and over time, driving down bills. To deliver a better future, quicker for everyoneSee more
solardaddy.co.uk
www.upmenergy.com
tundrafreezeportableacusa.forexnews.bg
www.nicholloils.com
solaradvisors.com
kineticodesmoines.com
octopusenergy.nz
www.namastesolar.com
alphasolarpower.com
integratesun.com