ScottishPower Reviews 

At last a reply, although I sent 10 emails one day last week and 9 the following day, but incredibly not one reply has been received, it beggars belief.

Thank you very much for this reply, it comes as a massive relief as it has been making me ill.

Right we will see if this progresses as urgently as it deserves. This nightmare started with a simple question asking a very simple question regarding changing tariffs. I was given three options I decided on one of them, I was asked would I like to proceed, I asked could she send me a confirmation email first and I would go ahead straight away. Unfortunately I received no email although I sent several more before making an official complaint. Eventually I received an email, this gentleman said those rates were no longer available, it seemed I was being penalise for SP’s mistake. This gentleman who seemed to be helping me became just as much of a problem as the complaint itself. He’d arranged to call then not bother, I’d sent the first of over 60 emails, each time the reply would be I’m not in the office, I’m on leave and numerous other excuses. This started in April, ,possibly before that, it’s still unresolved and I’m flabbergasted at the ineptitude, the terrible customer service/care and what’s turned out to be a totally mind numbing experience. At one stage this gentleman gave me another 3 options, I have the emails, at this point I desperately need to put this thing to bed, after a cancer operation and chronic fatigue, this thing was just wearing me out, but I sent an email back several times asking to accept one of the tariffs I was offered, from that point onwards he stopped replying altogether, it’s been awful. The whole point was because of the current circumstances in the Middle East I wanted some security and just wanted nothing more than the best fixed rate tariff I could get, instead 4-5 months later I’m in despair with this appalling situation and the worry that’s come with it.
I can be contacted very easily, I’m not working, hence I’m available most of the time, obviously an email prior to a phone call would be a great help.

Please arrange for someone to contact me, I would not accept a call from that same customer service/complaints person period, it would have to be another person.

Prior to this problem it’s been nearly a perfect relationship with Scottish Power and I generally recommend them to all and sundry and it’s a shame that it’s turned out like this. As I’ve said previously while threatening SP with the energy ombudsman, as yet I’ve only taken advice from them as it’s not been something I wanted to do, plus the stress of another complaint, but it’s now long past the 6 week complaints deadline for an ombudsman complaint it feel that’s the only option open to me or court, all of these things just fill me with dread because I’m clearly not up to it.

Many thanks for your reply.

Michael Dodds (Proprietor)
Primrose Windows.

Very easy to switch provider and the savings have been great too.. I’m about to move properties so I’m hoping the switch to the new property will be as easy as the initial set up was!

Does this look like a complaint about final reads to you? Complaints dept think so!!! 🤬
10/03/2026 07:42:15
To:
I_ccomplaints@scottishpoweSubject:
URGENT ‼️ A/c 16164642361 COMPLAINT

To whom it may concern

0n Tuesday 3/3/26 I contacted you to report a problem with my electricity meter, I spoke to a lady who's name may have been Christine. I explained that for several weeks I had been having problems with topping up my prepayment meter as my online top ups weren't being added, and when trying to top up with the UTRN my meter would display all available symbols when I pressed A or B, the screen was nonsense, and on that particular day the screen would not rectify and I could not top up at all. I sent photos of the screens. She attempted to send a top up to my meter and it wasn't accepted, I could not top up with the UTRN given as the screen was frozen so she advised you will only send an engineer out if I go off supply, and that she would call me an hour later to attempt the top up again. When she called back we managed to get the meter to accept the UTRN after around 10 minutes, and she said she had put a note on my file to say the meter is faulty.

On Thursday 5/3/26 I paid for a £20 top up online, I received an email to say it was unsuccessful and to add it using the UTRN. I waited an hour to see if it would go to my meter then attempted to add it manually, I could not add it as the nonsense symbols displayed every time I pressed A or B and would not rectify itself even after leaving it to go into sleep mode. I attempted to top up using the UTRN umpteen times over the next 4 days with the same result.

On Sunday 8/3/26 I contacted you by email requesting urgent assistance and engineer attendance for 9/3, I included a short video of the meter behaviour.

On Monday 9/3/26 I was subjected to the most incompetent system of customer service that I have ever encountered!

My timeline for 9/3 is as follows :

10.23am I called and spoke to Julia. I told Julia that I had around £3 left on my emergency credit and I was unable to top up or get a meaningful response from my meter, I referenced my call of 3/3 and email of 8/3 and was advised that these had been escalated, I was also advised that an engineer would be with me within 4 hours.

3pm I called as an engineer had not arrived, the operative asked me to hold whilst she tried to find out the location of the engineer, after 10 or so minutes she came on the line to advise she was still trying to reach them. After around a further 10 minutes she advised that the engineer was delayed on another job but should be with me in a couple of hours, and that the engineer would call me when they were on their way.

5.38pm I called again as no engineer had arrived or been in contact, the operative advised that she would try to contact the engineer so she put me on hold. After 15 minutes the call was ended from your side.

6pm I called again to find out what was happening, the operative advised that an engineer had NOT been booked that day and offered no solution, apart from asking the same questions I had already answered numerous times that she should see the answers to on my file. Without warning she put me on hold and to my surprise I had been put directly through to Calisen, this was also a shock to the gentleman on the other end of the call. Simon, who confirmed no job had been booked at all that day for my address!

6.12pm I called and spoke to Kanya who advised you don't normally arrange an engineer until a customer is off supply, and to call back when I had 10p left on my emergency credit and you would then arrange for an engineer to attend.

7.55pm I called and spoke to Siya. I explained everything and that I only had 9p of my emergency credit remaining. He advised that an engineer would attend within 4 hours.

7.58pm I received an email to say a £5 top up had been unsuccessful and to use the UTRN, I didn't try it as it's an exercise in futility.
11.50pm I called as no engineer had attended or been in contact. I was advised by the operative that they were following up with the engineer and I was put on hold. After a few minutes she got back to me to advise that they didn't receive the job until 8.40pm, and that no engineers are working tonight (it's now 1.40am) and someone will attend in the morning!!!

I am absolutely appalled at the disorganisation and conflicting information I was given over a FOURTEEN HOUR period!! I am now unable to sleep due to the immense frustration and stress this has caused. Your policy of requiring a customer to be off supply before you will even consider looking at a meter that is CLEARLY faulty is ridiculous!Your customer service personnel are obviously poorly trained and either have no idea what they are doing, or they are told to LIE to customers!As of this moment, 1.55AM on 10/3, ALL of my Emergency Credit has been used and my in home display shows red -£0.90... NO CREDIT! NO HELP!

I asked months ago to be notified when smart meters were available in my area. I’ve asked twice now and I’ve not been told. When I logged in the other day I could see there were slots available so very frustrated

Really helpful person, great service

tried to reclaim a serious amount of money of ours that you have only to be told we can only claim £5000 and then funnily enough the computer said something went wrong and to try another time , easily the worst energy supplier i have used in my 30 years of farming

scottish power very good no problem with them they listen and help when needed satisfied

The second girl was great
Explained things and arranged a DD for future bills
My dad is 88 and terminally ill and the first person I spoke with confirmed a plastic pre payment card would be sent and then the letter showed a barcode to be scanned every top up. Due to my dads age a barcode on a bit paper is no good
Second girl was so much better

Change to Direct Debit
The arrangements and alternatives for switching from Standing Order to DD were fully explained as well as the package I am now on.
I dealt with Lisa in Customer service and she was very helpful and clear on the changes I wanted to make.

App - easy to use

The customer service is great..App easy to check account..keep track on bills? usage , credit or debit details ..give up to date readings ..so you can see usage..staff are friendly and explain every question you have clearly..

Apart from the Guy who called at the door not had a chance to experience anything yet I know the app is a nightmare it keeps asking for password and won't accept it so I can't use like i could with British gas app.
Mr Stephen Hodson.

Quick and easy to use the review process to arrange a new deal

I’d like to put no stars , appalling service , no communication skills , took contract out and then cancelled same day , however it wasn’t done their end , took weeks to cancel with high stress levels .
Was told I wouldn’t owe any monies as was their fault but then to be told I would have a bill , worse company ever and was constantly harnessed with texts about my D/D asking why it wasn’t set up !!which they told me to cancel

You keep me up to date
So I no what is happening

Very helpful and useful advice

I'd like my bill to be sent in the post please.

Very helpful, understanding actually listen to what your saying not just fob you off ,