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04/03/2015
ScottishPower To Stop Sales For 12 Days
ScottishPower will stop proactive sales for 12 days from today, 4 March, until 15 March, over failure to clear Ofgem's target to clear all outstanding Ombudsman decisions in relation to consumer complaints.
Customers with outstanding Ombudsman complaints will continue to receive free energy until the issues have been resolved.
In November, Ofgem launched an investigation into ScottishPower's treatment of customers. Customers were experiencing long call waiting times, receiving late bills and the firm was not implementing Ombudsman decisions.
ScottishPower also signed up to three Ofgem targets to improve customer service within three months or suspend proactive sales activities until the targets were met. It has failed to reach the target to remove the backlog for acting on Ombudsman decisions for individual complaints by the end of November.
Sarah Harrison, Ofgem's senior partner in charge of enforcement, said: "A sales ban illustrates the difficulties ScottishPower is having in delivering the levels of service customers deserve. While Ofgem's targets have driven significant improvements in ScottishPower's performance, we remain very concerned about how customers are being treated."
(CD/JP)
Customers with outstanding Ombudsman complaints will continue to receive free energy until the issues have been resolved.
In November, Ofgem launched an investigation into ScottishPower's treatment of customers. Customers were experiencing long call waiting times, receiving late bills and the firm was not implementing Ombudsman decisions.
ScottishPower also signed up to three Ofgem targets to improve customer service within three months or suspend proactive sales activities until the targets were met. It has failed to reach the target to remove the backlog for acting on Ombudsman decisions for individual complaints by the end of November.
Sarah Harrison, Ofgem's senior partner in charge of enforcement, said: "A sales ban illustrates the difficulties ScottishPower is having in delivering the levels of service customers deserve. While Ofgem's targets have driven significant improvements in ScottishPower's performance, we remain very concerned about how customers are being treated."
(CD/JP)
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