Response to Ofgem announcement

by Communications Team | Apr 26, 2016

Today, Ofgem announces the results of its investigations into Scottish Power.

The energy ombudsman provided evidence to the Ofgem investigation and has been working closely with the regulator and Scottish Power to address customer service failings. Commenting on the announcement, Chief Ombudsman Lewis Shand Smith says:

"We've been working closely with Scottish Power to help them improve their customer service standards. Some good progress has been made in key areas, but there is still a lot of work to do.

"First and foremost an ombudsman is there to help individuals with their problems. We believe our productive working relationship with Scottish Power has seen us challenging and encouraging them to improve customer service, making things better for all their consumers.

"Since November 2014 we have helped put things right for 29,663 Scottish Power customers. Our new remedy implementation policy has toughened up the sanctions on any energy company that fails to deliver on the requirements for redress we have placed on them.

“From the summer of 2015 onwards we have seen a consistent and significant improvement in the number of remedies implemented by Scottish Power within the 28 day deadline; good news for consumers.

“Any consumer who has complained to an energy company, but remains dissatisfied, has a right to have their complaint heard by the ombudsman and we encourage them to contact us."

Published: 26 April 2016