Scottish Power hit with sales ban after customer service failure

Scottish Power must stop all “proactive” selling for 12 days beginning today, after failing to remove the backlog of outstanding complaints.

Watchdog Ofgem investigated the energy supplier last year and found customers were experiencing long call wait times, late bills and the company was failing to implement Ombudsman decisions on customer complaints.

Following the investigation, Scottish Power signed up to three targets set by Ofgem to improve customer service within three months. The energy supplier met two of these targets but they failed to clear the backlog of complaints by November’s deadline.

Sarah Harrison, senior partner in charge of enforcement at Ofgem, 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."

As the UK energy market continues to be monitored over their treatment of customers, the big 6 energy suppliers must prove that their size and dominance within the market does not hinder them from delivering fair customer service.

With customers becoming even more informed about their ability to switch supplier, customer experience remains the key to differentiate and gain market share.

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Written by Lyndsey Gardner on 04 March 2015 at 14:00
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Categories:  Customer Experience

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