ScottishPower is making a major change to its bills in a bid to help customers better understand how their charges are calculated and what they owe. Feedback from customers led the company to redesign the layout and re-think the wording used on its bills.
Research Shows Confusion Over Bills
The action came after research carried out by the energy giant showed over half of people surveyed were unclear on how their bills are calculated. A third said they struggled to understand some of the terms used.
ScottishPower has worked with Plain Numbers, an organisation aiming to help businesses make numerical information easier for people to understand. It is the first energy supplier to achieve Plain Numbers Certification for its bills.
CEO Welcomes Clearer Design
Andrew Ward, CEO of ScottishPower's Customer Business, said: "Our customers have told us they want bills that are straightforward, easy to navigate and quick to understand. We've listened carefully to that feedback and worked with Plain Numbers to redesign our bills entirely from the customer's perspective. The result is a clearer, simpler bill that makes it easier to find important information, understand how charges are calculated and know what action to take next."
Debt Charity Welcomes the Move
ScottishPower's move may put pressure on other UK energy providers to follow suit. Its changes have been welcomed by StepChange, a national charity which offers a free debt advice and support service across the UK. The non-profit's Partnership Director, Vanessa Northam, told the Daily Record that complicated bills can add to the stresses caused by financial difficulties. She added: "Clear, straightforward communications help people understand their financial commitments, make informed decisions and feel more confident about managing their household budgets. ScottishPower's commitment to simplifying its bills is a positive step that should help customers better understand their energy costs and the actions available to them."
