TheyPromised
Log InStart Free

Scottish Power complaint not sorted?

Use the same statutory framework as other large domestic suppliers.

Start your free complaint

Content is for general information only — confirm deadlines with regulators and ombudsmen.

Your rights

Key protections that often apply in this sector. Always check the latest official guidance.

Licensed supplier obligations

Scottish Power holds a domestic supply licence and must comply with Ofgem's Standards of Conduct covering fair treatment, clear billing, and proper complaints handling.

Gas Act 1986; Electricity Act 1989; Ofgem Standards of Conduct

Back-billing protection

Ofgem rules generally limit domestic back-billing to 12 months where the supplier was at fault for the billing error.

Ofgem back-billing rules

Guaranteed Standards

Automatic compensation may apply for missed appointments, supply interruptions beyond set periods, and connection delays.

Guaranteed Standards of Performance

Consumer Rights Act

Energy is a service under the CRA 2015 — Scottish Power must supply with reasonable care and skill and match descriptions given at point of sale.

Consumer Rights Act 2015

Escalation timeline

Typical stages for UK consumer complaints in this sector.

  1. 1

    Formal complaint to Scottish Power

    Use their official complaints channels. Get a reference number and note the date. Follow up phone calls in writing.

    Ofgem Standards of Conduct
  2. 2

    Written follow-up with evidence

    Send bills, meter photos, and correspondence. State clearly what outcome you want and set a reasonable deadline.

  3. 3

    Deadlock or 8-week threshold

    Request a deadlock letter or note when 8 weeks pass from your original complaint.

    Within about 8 weeksEnergy supply licence conditions
  4. 4

    Energy Ombudsman

    Free, independent review. Binding on Scottish Power if you accept the decision.

    Alternative Dispute Resolution

Common issues

Billing disputes

Incorrect charges, estimated bills that do not reflect actual usage, and large catch-up bills after periods of under-billing.

Prepayment meter problems

Forced prepayment meter installations, disputes over debt recovery through prepayment, and difficulties topping up.

Warm Home Discount

Eligibility disputes, payments not being applied to accounts, and communication failures about the scheme.

Smart meter issues

Installation delays, communication faults, and meters reverting to estimated billing.

Customer service delays

Long hold times, unresolved complaints, and conflicting information from different advisers.

Direct debit disputes

Payments set too high, refusal to review when account is in credit, and delayed refunds.

Get your Scottish Power complaint letter in 60 seconds

Citing Gas Act 1986, Electricity Act 1989 with your specific case details — editable before you send anything.

Start your free complaint
  • Free tier includes your first AI-drafted letter
  • No credit card required

Suggestions are for guidance only. Always verify with official sources.

Frequently asked questions

How do I complain to Scottish Power?▼
Use their phone line, online form, or post. Ask for a complaint reference and log the date. This starts the 8-week clock for ombudsman eligibility.
Can Scottish Power back-bill me for years?▼
Ofgem rules generally limit domestic back-billing to 12 months where the supplier was at fault. Challenge larger catch-up bills.
What about prepayment meter issues?▼
Scottish Power has faced regulatory action over prepayment meter practices. If your meter was installed or switched to prepayment mode inappropriately, raise this as a formal complaint citing Ofgem's rules on forced installations.
Is the ombudsman free?▼
Yes. Completely free for consumers. No solicitor or claims company needed.
Can I switch while my complaint is open?▼
Yes. Your complaint and ombudsman rights are not affected by switching.
What compensation can the ombudsman award?▼
Bill corrections, refunds, financial compensation for distress and inconvenience, and practical orders such as fixing account errors.
What if Scottish Power threatens disconnection?▼
Strict rules govern disconnection of domestic customers. Contact Citizens Advice immediately on 0808 223 1133 if threatened with disconnection.
What evidence do I need?▼
Bills, meter readings, emails, call notes with adviser names and dates, engineer reports, and any final response letters.

Related pages

Also having issues with other Energy providers?

Learn more

We use cookies to improve your experience and understand how TheyPromised is used. You can change your preference at any time in Privacy Settings.

Privacy Policy