Ofgem opens investigation into Scottish Power over treatment of customers

Energy regulator Ofgem has opened an investigation into whether Scottish Power complied with rules on treating customers fairly and supporting vulnerable households.

The regulator will examine whether the supplier met its licence conditions on treating domestic customers fairly – including those in vulnerable situations – and supporting customers who are having trouble paying their bills.

Backbilling and the Priority Services Register

Ofgem will also look at Scottish Power's compliance with restrictions on backbilling customers for energy used more than 12 months earlier.

The investigation will examine the company's work on the Priority Services Register, which allows certain vulnerable customers to receive extra support, such as advance notice of supply interruptions and help with meter readings.

No findings yet

Ofgem stressed that opening an investigation does not mean it has made any findings that Scottish Power has broken the rules.

An Ofgem spokesman said the regulator expects suppliers to treat their customers fairly and respectfully, including making sure bills are accurate.

"An investigation into Scottish Power has been opened and we will report on our findings after all relevant evidence has been assessed."

Scottish Power was approached for comment.

Timing for households

The investigation comes as households prepare for a winter of higher energy bills. The Bank of England expects Ofgem's price cap to rise to £2,150 in January, up from £1,720.

Scottish Power is headquartered in Glasgow and is one of the UK's largest energy suppliers, with millions of customers across Scotland and the rest of Britain.

Struggling with bills?

Customers who are struggling to pay or who think they may be eligible for extra support can contact their supplier to ask about the Priority Services Register and payment plans. Free, independent advice is also available from Advice Direct Scotland.