Scottish Power hit with sales ban

4 March 2015

scottish-power Scottish Power have been slapped with a sales ban after they failed to meet Ofgem's customer service targets. The energy provider was told to clear all their outstanding Energy Ombudsman decisions regarding customer complaints, but they didn't.

They were asked to answer customers' calls more quickly, reduce a backlog of bills and sort out outstanding ombudsman rulings. As such, the 12-day sales ban means the company can't engage in "proactive sales" from today.

The energy company said that they are "committed to delivering the best service possible and treating our customers fairly".

Sarah Harrison, Ofgem's senior partner in charge of enforcement, said: "A sales ban illustrates the difficulties Scottish Power is having in delivering the levels of service customers deserve. While Ofgem's targets have driven significant improvements in Scottish Power's performance, we remain very concerned about how customers are being treated."

Scottish Power say: "We have successfully delivered two of the targets. In relation to the target of having zero ombudsman remedies over 28 days, we cleared 2,575 cases during November and, at 1 December, the Ombudsman confirmed that we have achieved the zero target."

"However, subsequently it was identified that 30 cases had been closed incorrectly. We sincerely apologise to these customers for these errors. The cases were immediately fixed on discovery. In line with our original voluntary commitment and with the agreement of Ofgem, we will now stop outbound selling from 4 March until 15 March."

TOPICS:   Utilities

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