The energy regulator Ofgem has opened an investigation into whether Scottish Power complied with rules requiring suppliers to treat customers fairly and support vulnerable households.
The probe will examine whether Scottish Power met its licence conditions on treating domestic customers fairly, including those in vulnerable situations, and on supporting customers having trouble paying their bills. Ofgem will also look at the company's compliance with restrictions on backbilling customers for energy used more than 12 months earlier, and its work with the Priority Services Register, which provides extra support for certain vulnerable customers.
The opening of the investigation does not imply it has made any findings about non-compliance by 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.” The spokesman added: “An investigation into Scottish Power has been opened and we will report on our findings after all relevant evidence has been assessed.”
Scottish Power has been approached for comment.
Analysis
Why This Matters
- The investigation could affect how Scottish Power treats customers in vulnerable circumstances and those struggling to pay.
- The regulator will scrutinise backbilling practices, which matter for customers facing unexpected charges for old usage.
- Ofgem's findings could lead to enforcement action if non-compliance is found, though the regulator has made no findings yet.
Background
Ofgem is the independent energy regulator for Great Britain, responsible for licensing and overseeing energy suppliers. Its rules require suppliers to treat domestic customers fairly, support vulnerable customers, and restrict backbilling for energy used more than 12 months earlier. This investigation is part of that regulatory oversight.
What to Watch
- Ofgem's findings once it has assessed the evidence.
- Whether Scottish Power responds to the investigation and changes any practices.
- The investigation's outcome for backbilling and Priority Services Register compliance.
Checked
10 claims in this story checked against 1 source: 10 supported.
Show each claim
- SupportedOfgem has opened an investigation into Scottish Power over whether it complied with customer fairness rules.STV News: “Ofgem has opened an investigation into whether Scottish Power complied with rules on treating customers fairly and supporting vulnerable households.”
- SupportedThe investigation will examine treatment of vulnerable households, backbilling and the Priority Services Register.STV News: “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.”
- SupportedOfgem will examine whether Scottish Power complied with rules on treating customers fairly and supporting vulnerable households.STV News: “Ofgem has opened an investigation into whether Scottish Power complied with rules on treating customers fairly and supporting vulnerable households.”
- SupportedThe probe will examine licence conditions on treating domestic customers fairly, including those in vulnerable situations, and supporting customers having trouble paying bills.STV News: “The regulator will examine whether Scottish Power complied with its licence conditions relating to treating domestic customers fairly, including those in vulnerable situations, and supporting those having trouble paying their bill.”
- SupportedThe investigation will examine restrictions on backbilling customers for energy used more than 12 months earlier.STV News: “It will also look into the firm’s compliance with restrictions on backbilling customers for energy used more than 12 months earlier”
- SupportedThe Priority Services Register allows extra support for certain vulnerable customers.STV News: “the Priority Services Register, which allows for extra support for certain vulnerable customers.”
- SupportedOpening the investigation does not imply Ofgem has made findings of non-compliance by Scottish Power.STV News: “The opening of the investigation does not imply that Ofgem has made any findings about non-compliance by Scottish Power.”
- SupportedAn 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.”STV News: “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.”
- SupportedThe Ofgem spokesman added: “An investigation into Scottish Power has been opened and we will report on our findings after all relevant evidence has been assessed.”STV News: ““An investigation into Scottish Power has been opened and we will report on our findings after all relevant evidence has been assessed.””
- SupportedScottish Power has been approached for comment.STV News: “Scottish Power has been approached for comment.”