Customer Care Info Clear routes through the phone tree.
SP

United Kingdom Energy

ScottishPower customer service and complaints

Electricity, gas and smart meters

Provisional entry Checked 3 Nov 2026 Scottish Power Energy Retail Limited
0800 027 0072 Support site

ScottishPower supplies electricity and gas across the UK and runs a large smart meter rollout. General customer service is on 0800 027 0072, while complaints are handled on 0330 440 1624 and by webchat. After eight weeks or a deadlock letter, the Energy Ombudsman can review the case.

Step one

Ways to contact ScottishPower

Customer service Primary

0800 027 0072

General account enquiries.

Call

Complaints line

0330 440 1624

Mon–Fri 8am–8pm; Sat 8am–5pm

Use for an existing complaint.

Call

Webchat

ScottishPower webchat

7am–11pm daily

Start from the contact page.

Open

Complaints guide

ScottishPower complaints

Covers the full escalation route.

Open

Step two

How to complain about ScottishPower

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Contact ScottishPower customer service

    Same day

    Call 0800 027 0072 or email contactus@scottishpower.com. Explain the billing, meter or supply problem and ask for a complaint reference.

    Record the date, adviser name and reference.

    For a gas leak or loss of supply, call the network operator first. The national gas emergency number is 0800 111 999.

  2. 2

    Stage 2

    Raise a formal complaint with ScottishPower

    Within 8 weeks of the issue

    Put the complaint in writing through the complaints page or by email. Include your account number, meter readings, key dates and the remedy you want.

    Ask for written acknowledgement.

    Keep copies of bills, meter photos and chat transcripts.

  3. 3

    Stage 3

    Wait for the final response

    Up to 8 weeks

    ScottishPower has up to eight weeks to resolve a formal complaint. If it offers a resolution, get the credit or action confirmed in writing.

    Check that any credit appears on your next bill.

    You can ask for a deadlock letter before the eight weeks are up if talks stall.

  4. 4

    Stage 4

    Escalate to the Energy Ombudsman

    After 8 weeks or a deadlock letter

    The Energy Ombudsman is free and independent. It can review the complaint after eight weeks or as soon as you have a deadlock letter.

    Submit your complaint reference, timeline and evidence.

    The supplier must comply with an ombudsman decision you accept.

  5. 5

    Stage 5

    Know what Ofgem can and cannot do

    Anytime

    Ofgem does not resolve individual billing disputes. It monitors supplier behaviour and can act where it sees a pattern of rule-breaking.

    Report systemic issues through Ofgem or Citizens Advice.

    For a money claim the ombudsman cannot award, court is the remaining route.

Step three

Formal complaint letter template

Formal complaint letter template (UK energy). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

ScottishPower
Customer Complaints Team

Account number: [account number]
Supply address: [supply address]
Tariff: [tariff name]

Dear Complaints Team,

I am writing to make a formal complaint about my energy account.

What happened

[Explain the billing, meter, supply or service issue and give dates. Include meter readings and the amounts in dispute.]

What I want

[State the remedy you want: corrected bill, refund, account credit, payment plan or compensation.]

I contacted you on [dates] and the issue remains unresolved. Please treat this as a formal complaint and respond within eight weeks.

If we cannot resolve this, I intend to request a deadlock letter and escalate the complaint to the Energy Ombudsman.

Yours faithfully,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

Ofgem Office of Gas and Electricity Markets UK — energy Ofgem is the UK's gas and electricity regulator. It licenses suppliers and network operators, sets the rules that protect households, administer… Make a complaint Details
EO Energy Ombudsman UK — energy The Energy Ombudsman is the free, independent dispute-resolution service for UK energy complaints. It covers domestic customers and micro businesses,… Make a complaint Details

Questions

ScottishPower FAQ

How do I contact ScottishPower customer service?

Call 0800 027 0072 or email contactus@scottishpower.com. The complaints line is 0330 440 1624, and webchat runs from 7am to 11pm daily.

How do I make a formal complaint to ScottishPower?

Use the ScottishPower complaints page or email contactus@scottishpower.com. Include your account number, meter readings, key dates and the remedy you want. Ask for a complaint reference and written acknowledgement.

How long does ScottishPower have to resolve a complaint?

Up to eight weeks from the formal complaint. If it is resolved sooner, get the remedy confirmed in writing. If not, ask for a deadlock letter so the Energy Ombudsman can take the case.

Can the Energy Ombudsman make ScottishPower pay compensation?

The Energy Ombudsman can direct a supplier to apologise, credit an account or pay compensation. The supplier must comply with a decision you accept. Ofgem does not award compensation in individual disputes.

Can I switch energy supplier while I have a complaint?

Usually yes. A complaint does not normally block a switch, and the new supplier handles the transfer. Keep the complaint open with the old supplier, especially if money is owed or a final bill is disputed.

What can the Energy Ombudsman award?

It can require an apology, a clear explanation, corrective action and a financial award where the supplier got things wrong. Awards are decided case by case, so keep receipts and evidence of any loss.

Does the price cap limit my total bill?

No. The price cap limits the unit rate and standing charge on a default tariff, not the total you pay. Your usage still drives the final amount. Compare the rates on your bill with the published cap for your region and payment method.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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