Ofgem opens investigation into ScottishPower

Ofgem has opened an investigation into whether ScottishPower complied with rules on treating customers fairly and supporting vulnerable households.

The regulator will examine whether ScottishPower complied with its licence conditions relating to treating domestic customers fairly, including those in vulnerable situations, and supporting those having trouble paying their bill.

It will also 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.

The opening of the investigation does not imply that Ofgem has made any findings about non-compliance by ScottishPower.

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 ScottishPower 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.”