Investigation into ScottishPower’s compliance with Standards of Conduct (SLC 25C), SLC 27 (provision of final bills), and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations (CHRs) 2008

  • Open
  • Decision proposed
  • Closed

The Gas and Electricity Markets Authority (“the Authority”) has confirmed its decision to impose a financial penalty on ScottishPower for failure to comply with SLCs 25C (Standards of Conduct) and 27.17 of the Electricity and Gas Supply Licences, and for failure to comply with Regulations 3(2); 4(1); 5(1) and 5(2)(a)-(b); and 7(1)(a)-(b) of the Gas and Electricity (Consumer Complaint Handling Standards) Regulations 2008 (CHRs).

  • SLC25C (Standards of Conduct) requires suppliers to take all reasonable steps to achieve the Standards of Conduct, and to ensure that the Standards are interpreted and applied consistently with the Customer Objective of treating customers fairly.
  • SLC 27.17 requires suppliers to take all reasonable steps to issue a final bill or statement of account within 6 weeks of termination of supply
  • CHR 3(2) requires suppliers to adhere to their own complaints handling procedure
  • CHR 4(1) requires suppliers to record complaints upon receipt
  • CHR 5(1) and 5(2)(a)-(b) requires suppliers to record the handling of complaints
  • CHR 7(1)(a) concerns the requirement of timely and efficient receipt, handling and processing of complaints
  • CHR 7(1)(b) requires suppliers to allocate and maintain resources reasonably required for timely, efficient and compliant complaints processing

The Authority considered it appropriate to impose a financial penalty for these contraventions. The Authority decided to impose a financial penalty of £1 on ScottishPower. This is an addition to £18 million (less £1) that the ScottishPower has agreed to pay in consumer redress. Of the proposed redress, up to £15 million will go to vulnerable customers directly affected by ScottishPower’s failings. At least £3 million will go to a cause to be agreed between ScottishPower and the Authority.

Further details can be found in the final penalty notice.