Scottish Power gets highest number of complaints ever, with a hike of 488%
As far as a UK energy company is concerned, Scottish Power has received the highest number of complaints EVER, according to new figures. They've seen complaints going up by a whopping 488%, according to Citizens Advice.
1,163 customers per 100,000 complained about Scottish Power in the last quarter of last year, which is the largest amount of people moaning in any one quarter. And what has caused all this? The reason is largely because of the supplier's new billing system.
While complaints across the sector are going down, Scottish Power are reversing the trend and were banned from proactive sales in March after failing to meet customer service targets set by Ofgem, who had found that the company hadn't made sufficient improvements regarding customer complaints.
Npower must be thrilled as they're usually heading up the table for being the most complained about energy company. For the first two quarters of 2014, they were, but Scottish Power's dreadfulness saw them taking the top spot in the second half of the year.
Citizens Advice chief executive Gillian Guy said: "New billing systems are routinely failing energy customers. In the last few years, four of the largest firms have introduced new billing systems, and their implementation has caused chaos for consumers. Thousands of customers have been hit by delayed and incorrect bills which have resulted in extreme frustration and significant debts."
"It's encouraging that Npower is now turning the corner, but Scottish Power still has a very long way to go."
Neil Clitheroe, chief executive of Scottish Power retail and generation, said: "We apologise unreservedly to any customers who have experienced account issues. These statistics reflect service problems in the last six months of 2014, when we had our most challenging period following the introduction of a new £200 million customer IT system."
"To make improvements we have added 700 new customer service advisers and we worked closely with Ofgem on call waiting times, outstanding bills and ombudsman complaints. We also agreed with Ofgem to stop outbound sales for a two week period. Recently our call answering times have been among the best in the industry and outstanding complaints have been reduced significantly. We remain fully committed to resolving outstanding issues and ensuring that no customers will be left out of pocket."