Scottish Power is being investigated by Ofgem over whether it complied with rules on treating customers fairly and supporting vulnerable households.
Ofgem will examine whether the power supplier complied with its licence conditions relating to treating domestic customers fairly, including people living in vulnerable situations, and also how it supports those having trouble paying their bills.
Scope of the Investigation
The investigation will look into the firm's compliance with restrictions on backbilling customers for energy used more than 12 months earlier, and its efforts with the Priority Services Register, which allows for extra support for certain vulnerable customers.
However, the opening of the investigation does not imply that Ofgem has made any findings about non-compliance by Scottish Power.
Responses from Ofgem and Scottish Power
An Ofgem spokesman said: "Ofgem expects suppliers to treat their customers fairly and respectfully, including ensuring bills are accurate and that appropriate support is offered for people in vulnerable circumstances. An investigation into Scottish Power has been opened and we will report on our findings after all relevant evidence has been assessed."
A ScottishPower spokesman said: "ScottishPower confirms that it is working with Ofgem in relation to its customer service obligations."
