Scottish Citizens Advice watchdog warns ‘woeful’ customer service plagues Scottish Power customers

Citizens Advice logoFollowing the launch of the formal OFGEM investigation into Scottish Power’s customer service and complaint handling, Citizens Advice Scotland has highlighting figures which show consumers’ complaints about the energy supplier have doubled since the start of this year.

The charity and consumer advocate has repeatedly raised its concerns about Scottish Power’s effectiveness in handling complaints with the supplier and alerted the regulator over its concerns.  

Margaret Lynch, Chief Executive, Citizens Advice Scotland, said: “We strongly welcome Ofgem’s investigation into ScottishPower.

“Alongside our sister organisation in England and Wales, CAS has been in regular contact with both Ofgem and Scottish Power for over a year about their consistently poor performance on call waiting times and billing.

“It’s no wonder that trust in the energy industry remains so low when service remains so poor. Consumers deserve much better.”  

 See yesterday’s Scottish Energy News: OFGEM orders Scottish Power to improve customer service – or face sales ban

 In the latest Citizens Advice energy complaints table (below) the best performing supplier is at the top and the worst is at the bottom. 

Ranking Supplier Complaints per

100,000 customer in April to June 2014

1 SSE 33.7
2 E.ON 79.2
3 British Gas 81.4
4 EDF 82.7
5 Scottish Power 256.0
6 npower 647.9
Average complaints 159.0

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