ScottishPower: backbilling and debt recovery
- Publication type:
- Enforcement case
- Publication date:
- Status:
- Open
- Topic:
- Compliance and enforcement
- Subtopic:
- Enforcement
Investigation into ScottishPower and its compliance with gas and electricity supply standard licence conditions.
Open investigation
We have opened an investigation into whether ScottishPower Energy Retail Limited (ScottishPower) has complied with its obligations on backbilling, identifying and supporting customers in vulnerable situations, assessing customers’ ability to pay, and treating customers fairly.
Enforcement description
Ofgem is investigating ScottishPower’s compliance with Standard Licence Conditions (SLCs) 0, 21BA, 26, 27.8 and 27.8A of its Electricity and Gas Supply Licences, as applicable at the relevant time during the period under investigation.
SLC 0 relates to treating domestic customers fairly, including those in vulnerable situations.
SLC 21BA relates to restrictions on backbilling customers for energy used more than 12 months earlier.
SLC 26 relates to the duty of a supplier to establish a Priority Services Register, share information and offer additional support to customers on the register.
SLCs 27.8 and 27.8A relate to support for customers in payment difficulty, including taking account of their ability to pay when setting debt repayment arrangements.
The opening of this investigation does not imply that we have made any findings about non-compliance by ScottishPower.