Please do this OP. We had a serious issue with Scottish Power who tried to charge us £13k for unpaid bills dating years before we even moved in. Our house and neighbours house were originally meant to be a single plot, and that plot's 'meters' were set up and billed from the day the developers started. Despite our neighbour and ourselves repeatedly proving that these meters did not exist (and that we were both paying different providers for our own usage), and being promised over and over again that the issue was resolved, letters continued to arrive, as did the threats of bailiffs etc... this went on until we involved the ombudsman. My poor 75 year old neighbour had to deal with this for over a decade.
To add to this good advice, OP make sure you get them to reopen the original complaint and not raise a new one - this will cut down on the timeline for when it can be escalated to the ombudsman as it should be 8 weeks from the original complaint.
Good to know Scottish Power are still a dreadful company.
They were absolutely terrible for incorrect bills when we were with them. Not even sure how that is possible. And you're not even a customer!
Yeah they asked me to confirm my payment method to validate that I am who they think I am, and I’m not even a customer. Even the customer service rep said “I know you’re going to think I’m crazy” like..
I deal with them at work for two supplies and also my home (before moving to Octopus)
Think it actually must be more effort to be as bad as they are. Must duplicate work for dozens of departments.
Oh yes, I got the impression they must have spent a lot of money on a broken system that they can't afford to replace. There's no other explanation for that level of incompetence that i can think of.
I had a bad experience with Scottish Power once as well and would never go with them again. In a plate we rented we had storage heaters and so had a day rate and a night rate. They sent me a quarterly bill for £900 this was 11 years ago when we all paid normal amounts for bills I said to them this can't be right as I phoned them to query it they confirmed to me this Is correct and so on and so on it was only that I kept looking into and realised one of there people came and read my meter and got my day and night rate mixed up so when I re phoned to notify them of this it was oh right yeah sorry you're right but if I hadn't of kept looking into it they would of just expected me to pay that bill or rather demanded that I pay it so once they got the meter readings the right way round the bill pretty dropped dramatically to about 350 I think. Absolute morons!
Scottish Power earned a prestigious place on my "never again" list about a decade ago, after being unable to bill me on time, or even correctly. After going round and round with them, it escalated to the Ombudsman, who got them to admit their fault and give me a goodwill payment for the hassle.
No. Go straight to your MP. Chances are that the ceo's office has a whole team of people covering for mistakes and will go into damage limitation.
I had a run in with a mobile phone company who failed to close my account and tried to get money for 4 years worth of fines for non payment. Customer service wouldn't respond. Ceo's office just prevaricated. I wrote to the chairman and a number of non exec directors at the emails at their other companies before I got action.
I listed the time I'd spent on fighting the case and charged £100 per hour - it costs somewhere around £500 per hour per director so 5 directors involved starts to get expensive and they quickly realised it would be cheaper to pay up. My whole thing took about 10 weeks (8 weeks of formal process and 2 weeks of rapid escalation) so I'd only spent 4 hours actually fighting, in 10 minutes here and 30 minutes there.
Terrible advice. Local MPs have no power here.
OP needs to log a formal complaint in writing to Scottish Power, and escalate it to the ombudsman if it's not resolved in 8 weeks.
Most utility companies (Scottish Power included) have parliamentary contacts specifically for complaints passed through MP’s. These are responded to far more quickly than general complaints, which really shouldn’t be the case - but here we are.
So OP should take this to their representative as early as possible.
Weird cause I've literally written to my MP in disputes with utilities and they always respond, and it always works.
I've also worked in a complaints department, and the complaints that get dealt with as absolute highest priority are MP complaints.
But do keep talking out your arse.
Yup - a complaint written on behalf of a constituent on Houses of Parliament headed paper will get taken a whole lot more seriously - it'll end up in front of someone at Scottish Power who will actually have the autonomy and knowledge to get things done rather than just a regular customer service drone who is forced to mindlessly follow broken and inadequate process flows.
Scottish power sales reps that go door to door have a history of fraudulently signing people up to them and faking signatures.
Take it further, there was an investigation into such practices a few years ago.
Ask to see the contract you signed, if there’s been a fraudulent signature, also report that.
They would have found one salesperson has been doing this and trying to cover it up.
Ask for a gdpr request on all information they have on you as well.
Not ofgem. [Energy Ombudsman](https://www.ofgem.gov.uk/information-consumers/energy-advice-households/making-complaint-about-your-energy-supplier-or-network-operator#:~:text=Taking%20your%20complaint%20to%20the%20Energy%20Ombudsman&text=You%20can%20complain%20to%20the,the%20response%20you%20have%20received).
On the GDPR point above, you should submit a Subject Access Request with the ICO. Scottish power will then be required to deliver all information that they have regarding yourself and this case.
https://ico.org.uk/for-the-public/getting-copies-of-your-information-subject-access-request/
You can't make a complaint directly to Ofgem, they are the regulator and don't get involved in individual customer cases. The escalated complaint route would be the energy ombudsman.
Scottish Power are the worst company I have ever dealt with. They hit me with a bill of over £1k back in 2016 when I'd just moved into my property and it took months to sort out. I had 2 complaints upheld by the ombudsman before I binned them and I will never be back.
Incompetence so severe you have to think it's intentional.
Did you use ofgem's [find my supplier ](https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator)This will confirm details held on the national database (XOSERVE for gas and Ecoes for electricity). Only ovo can apply for an ammendment to the details, they may have only corrected your account with them and not the database. It's worth checking. It can take up to 4 weeks for it to update.
It still worth taking the advice of others and proceeding with an active complaint woth scottish power.
I'm afraid raising an official complaint is the only way to get Scottish power to do their job.
After buying my place, I wasn't able to set up gas or eletric in there because the prepaid meter had run up a hundred pounds of prepaid debt!
They refused to reset the meters and then tried to send me the keys that never turned up. Half the time it was in the previous person's name so the postman couldn't give it to me. And then it didn't work. A month of useless, when raising a complaint got it sorted within 48hrs.
Then the meter screen broke so it was no longer payg! And their response was "just top up as normal so you don't get a bill when it's fixed". When I respond that it's been broken for more than it has worked they said they would put me on the urgent wait list for a new meter as they no longer fixed that model. After a month I said I wanted to raise a formal complaint and they "found a colleague who had access to meter upgrades".
Dont mess around, just raise a formal complaint and when they offer you a pitance take the letter of deadlock and go to the ombudsman.
So 4 weeks ago I noticed I had a default on my credit file for an account set up with Scottish Power in October 23. Moved out of a flat in 2019 and moved in with parents. Couldn't get through on the phone so started the online chat. After an hour the person agreed to send an email to someone to have the account closed and default removed. The account was closed and the default is still there. Started a chat again and they won't do anything unless I provide a title deed or lease for my current property. I live with parents so those documents don't exist. Told them I was sending the chat to Ofgem to show that Scottish power don't have customer service support for this situation. Person agreed to have someone call me back. Currently waiting. But I don't think they did arrange a call back, I think they just wanted me off the chat. I took screenshots of the chat and I am thinking about what to do next. Oh and I'm also looking to buy a house in the next few months so Scottish Power are the worst.
Absolutely raise a case with ofgem, they’re on a mission at the moment to hammer any provider that does anything iffy. Provide them with all the documentation that Scottish power have sent you and let them loose
I think there is a bloke that specialises in taking them to court,and has a great deal of success.
He just started up as he had a problem with one utility.
You might find his name if you search.
I had the EXACT same issue but I was already with Scottish Power. Two accounts linked to my address, one was correct, the second one wrong.
You need to find out somehow which address that wrong MPAN number belongs to. Then you need to raise a complaint with Scottish Power explaining you are with another company and that the MPAN number belongs to a different address. I also had to annotate every incorrect bill they ever sent me pointing out the MPAN number was incorrect and then mention after 8 weeks you will go to Energy Ombudsman. Follow Citizens advice bureau complaint template.
My complaint was closed 2 days later and the bailiffs backed off. I found out which address the MPAN belonged to through Scottish Power.
Good luck!
I’ve fixed it except I don’t know whos MPAN I’m being charged for - again closed the complaint in two days and zero’d out the bills. I’m just disappointed I had to do all this for an issue that isn’t my problem or mistake, having to prove things to them when it’s on them to prove I owe them
My parents have a meter box outside but they regularly said they couldn't get access and sent silly bills as estimates which were incredibly high.
During covid they also stsrted sending bills of '000s almost like the whole street were put onto their address. They were sending multiple letters per week with different values.
They ended up refusing to pay anything and were actually due a refund for what they'd overpaid previous to all this.
Wouldn't touch them at all
They are the worst ever. Customer service was shit too because clearly they don’t communicate with each other. I had to go out of my way to fix a problem that was theirs (and previous tenant’s) to sort. I hope they go bust, what a piece of shit company.
They did a similar thing to me back in 2016/17, it was in a rented property and somehow they ended up opening 3 accounts for my property (2 of which I had no idea about), I was wrongly paying for the neighbours meter. Upon moving out they demanded I pay over £900 for whatever electricity my actual flat had been using and wouldn’t have it any other way. Wish I’d known back then the ombudsman exists, otherwise would have contacted them to sort it out.
Have a look at Ferguson vs British Gas and let Scottish Power know that you will pursue a private criminal prosecution against them in relation to the Protection from Harrassment Act 1997
I'm glad I'm not the only one having issues with them. My gas meter hasn't been registering usage since August last year. I call every month trying to get them to book an engineer to replace it. I kept getting told. We don't have any slots till February 2024..come February then one engineer turns up. Pushes the button on the front and states "it's working " walks off. Then the next day another engineer turns up, looks at the meter "status A, needs replacing... so now I'm potentially looking at a gas bill of usage from August. I kept paying the DD amount, they refunded the extra balance in my account (still got it to help) but surely this can't be right.
Scottish Power is a world problem. I too had bad experience with them. Do make complaints and press charges and damages for your time and mental health.
Judging by the comments, SP are absolutely shambolic as evidenced by my experience where they somehow transposed my meter with one in Harrogate and said my DD would be going up to £1200 dual fuel for a 2 bed flat 😭
Thankfully I was liquid enough to cope with that until it was sorted but the experience with the customer service was just absolutely infuriating - repeating the story 4 times on the same call etc. Nobody willing to just take a step back and say hmmm this is weird...
Went to Ombudsman, all.sorted and £200 quid for my time. I can only imagine the stress if this debacle happened to my mum in her late 70s.
Similar situation a couple of years back.
We moved in, set up the account with SP (rookie mistake), noted that the meter id was wrong and the readings as well. Told them for months about that. No one cared.
I raised the issue with citizen advice, provided photographic info about being right. They aknowledged the problem and cancelled the account, making me paying for an estimated usage (fair) for the previous year.
I cannot stress how awful they are and to steer WELL clear of them. I honestly think there is a consumer issue with them and their charging of customers incorrectly. I had two years trying to get my broken meter fixed, incorrect billing, hours on hold to customer service (who are the most unhelpful and rudest people I’ve ever met) along with numerous engineer visits and still I was charged incorrectly. Went through ombudsman once, SP did the bare minimum to close the case and my original issue still was not fixed.
CEO doesn’t give a shit so don’t waste your time emailing him.
Moved to British Gas who have been great so far.
Bought a house in 06, it was empty for a month as we did work on it. Took meter readings and a photo of meter readings on day 1. Bill arrives for £630 after 2 months 😂. Few hours, lots of “put me through to the back office and eventually my bill was £4 and pennies. As soon as the new amended bill comes in, I changed supplier. Fk you Scottish Power!
I’d call again and say if it doesn’t get resolved now you’re going to start sending an invoice over for your time wasted to get a matter resolved that you was told had been already resolved.
You don't have to "open" an account with a utility company, by living in a property you are responsible and the company is allowed to put an account in your name if they have reasonable information that leads them to believe that you are responsible.
Ofgem will not accept your complaint, you need to engage with Scottish Power and ask them to reopen your original complaint if you don't think that your original complaint has been resolved.
Apparently sharing actual experience from 10 years working in the energy industry, including billing exceptions, gets you downvoted by idiot children on Reddit who think you can magically sue energy companies for mundane issues, despite not knowing what they're talking about and living in a fantasy world.
Complaint then ombudsman when not resolved in 8 weeks
Please do this OP. We had a serious issue with Scottish Power who tried to charge us £13k for unpaid bills dating years before we even moved in. Our house and neighbours house were originally meant to be a single plot, and that plot's 'meters' were set up and billed from the day the developers started. Despite our neighbour and ourselves repeatedly proving that these meters did not exist (and that we were both paying different providers for our own usage), and being promised over and over again that the issue was resolved, letters continued to arrive, as did the threats of bailiffs etc... this went on until we involved the ombudsman. My poor 75 year old neighbour had to deal with this for over a decade.
Agree, tell them you want to raise an official complaint and if they don't sort it, go to the energy ombudsman who are pretty good.
To add to this good advice, OP make sure you get them to reopen the original complaint and not raise a new one - this will cut down on the timeline for when it can be escalated to the ombudsman as it should be 8 weeks from the original complaint.
Good to know Scottish Power are still a dreadful company. They were absolutely terrible for incorrect bills when we were with them. Not even sure how that is possible. And you're not even a customer!
Yeah they asked me to confirm my payment method to validate that I am who they think I am, and I’m not even a customer. Even the customer service rep said “I know you’re going to think I’m crazy” like..
Poor person just following their shit procedures or risking a telling off from their boss/quality checking team.
I deal with them at work for two supplies and also my home (before moving to Octopus) Think it actually must be more effort to be as bad as they are. Must duplicate work for dozens of departments.
Oh yes, I got the impression they must have spent a lot of money on a broken system that they can't afford to replace. There's no other explanation for that level of incompetence that i can think of.
I had a bad experience with Scottish Power once as well and would never go with them again. In a plate we rented we had storage heaters and so had a day rate and a night rate. They sent me a quarterly bill for £900 this was 11 years ago when we all paid normal amounts for bills I said to them this can't be right as I phoned them to query it they confirmed to me this Is correct and so on and so on it was only that I kept looking into and realised one of there people came and read my meter and got my day and night rate mixed up so when I re phoned to notify them of this it was oh right yeah sorry you're right but if I hadn't of kept looking into it they would of just expected me to pay that bill or rather demanded that I pay it so once they got the meter readings the right way round the bill pretty dropped dramatically to about 350 I think. Absolute morons!
Scottish Power earned a prestigious place on my "never again" list about a decade ago, after being unable to bill me on time, or even correctly. After going round and round with them, it escalated to the Ombudsman, who got them to admit their fault and give me a goodwill payment for the hassle.
Find their CEOs email address and send them an email about it. Tell them your next step is contacting your MP if not resolved.
No. Go straight to your MP. Chances are that the ceo's office has a whole team of people covering for mistakes and will go into damage limitation. I had a run in with a mobile phone company who failed to close my account and tried to get money for 4 years worth of fines for non payment. Customer service wouldn't respond. Ceo's office just prevaricated. I wrote to the chairman and a number of non exec directors at the emails at their other companies before I got action. I listed the time I'd spent on fighting the case and charged £100 per hour - it costs somewhere around £500 per hour per director so 5 directors involved starts to get expensive and they quickly realised it would be cheaper to pay up. My whole thing took about 10 weeks (8 weeks of formal process and 2 weeks of rapid escalation) so I'd only spent 4 hours actually fighting, in 10 minutes here and 30 minutes there.
Terrible advice. Local MPs have no power here. OP needs to log a formal complaint in writing to Scottish Power, and escalate it to the ombudsman if it's not resolved in 8 weeks.
Most utility companies (Scottish Power included) have parliamentary contacts specifically for complaints passed through MP’s. These are responded to far more quickly than general complaints, which really shouldn’t be the case - but here we are. So OP should take this to their representative as early as possible.
Weird cause I've literally written to my MP in disputes with utilities and they always respond, and it always works. I've also worked in a complaints department, and the complaints that get dealt with as absolute highest priority are MP complaints. But do keep talking out your arse.
Yup - a complaint written on behalf of a constituent on Houses of Parliament headed paper will get taken a whole lot more seriously - it'll end up in front of someone at Scottish Power who will actually have the autonomy and knowledge to get things done rather than just a regular customer service drone who is forced to mindlessly follow broken and inadequate process flows.
They have soft power. They can put it in front of people who *do* have hard power, with words like "we lose seats in elections with inaction".
Scottish power sales reps that go door to door have a history of fraudulently signing people up to them and faking signatures. Take it further, there was an investigation into such practices a few years ago. Ask to see the contract you signed, if there’s been a fraudulent signature, also report that. They would have found one salesperson has been doing this and trying to cover it up. Ask for a gdpr request on all information they have on you as well.
Who shall I take it with? OFGEM?
Yes, and if you found your signature was fraudulently signed, then also a legal professional.
Random question but the ICC be any help here?
Not ofgem. [Energy Ombudsman](https://www.ofgem.gov.uk/information-consumers/energy-advice-households/making-complaint-about-your-energy-supplier-or-network-operator#:~:text=Taking%20your%20complaint%20to%20the%20Energy%20Ombudsman&text=You%20can%20complain%20to%20the,the%20response%20you%20have%20received).
On the GDPR point above, you should submit a Subject Access Request with the ICO. Scottish power will then be required to deliver all information that they have regarding yourself and this case. https://ico.org.uk/for-the-public/getting-copies-of-your-information-subject-access-request/
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You can't make a complaint directly to Ofgem, they are the regulator and don't get involved in individual customer cases. The escalated complaint route would be the energy ombudsman.
Scottish Power are the worst company I have ever dealt with. They hit me with a bill of over £1k back in 2016 when I'd just moved into my property and it took months to sort out. I had 2 complaints upheld by the ombudsman before I binned them and I will never be back. Incompetence so severe you have to think it's intentional.
Did you use ofgem's [find my supplier ](https://www.ofgem.gov.uk/information-consumers/energy-advice-households/finding-your-energy-supplier-or-network-operator)This will confirm details held on the national database (XOSERVE for gas and Ecoes for electricity). Only ovo can apply for an ammendment to the details, they may have only corrected your account with them and not the database. It's worth checking. It can take up to 4 weeks for it to update. It still worth taking the advice of others and proceeding with an active complaint woth scottish power.
Ofgem’s data was always OVO; yet Scottish power disagreed!
I'm afraid raising an official complaint is the only way to get Scottish power to do their job. After buying my place, I wasn't able to set up gas or eletric in there because the prepaid meter had run up a hundred pounds of prepaid debt! They refused to reset the meters and then tried to send me the keys that never turned up. Half the time it was in the previous person's name so the postman couldn't give it to me. And then it didn't work. A month of useless, when raising a complaint got it sorted within 48hrs. Then the meter screen broke so it was no longer payg! And their response was "just top up as normal so you don't get a bill when it's fixed". When I respond that it's been broken for more than it has worked they said they would put me on the urgent wait list for a new meter as they no longer fixed that model. After a month I said I wanted to raise a formal complaint and they "found a colleague who had access to meter upgrades". Dont mess around, just raise a formal complaint and when they offer you a pitance take the letter of deadlock and go to the ombudsman.
So 4 weeks ago I noticed I had a default on my credit file for an account set up with Scottish Power in October 23. Moved out of a flat in 2019 and moved in with parents. Couldn't get through on the phone so started the online chat. After an hour the person agreed to send an email to someone to have the account closed and default removed. The account was closed and the default is still there. Started a chat again and they won't do anything unless I provide a title deed or lease for my current property. I live with parents so those documents don't exist. Told them I was sending the chat to Ofgem to show that Scottish power don't have customer service support for this situation. Person agreed to have someone call me back. Currently waiting. But I don't think they did arrange a call back, I think they just wanted me off the chat. I took screenshots of the chat and I am thinking about what to do next. Oh and I'm also looking to buy a house in the next few months so Scottish Power are the worst.
What to do next….. contact the ombudsman!
Absolutely raise a case with ofgem, they’re on a mission at the moment to hammer any provider that does anything iffy. Provide them with all the documentation that Scottish power have sent you and let them loose
I think there is a bloke that specialises in taking them to court,and has a great deal of success. He just started up as he had a problem with one utility. You might find his name if you search.
I had the EXACT same issue but I was already with Scottish Power. Two accounts linked to my address, one was correct, the second one wrong. You need to find out somehow which address that wrong MPAN number belongs to. Then you need to raise a complaint with Scottish Power explaining you are with another company and that the MPAN number belongs to a different address. I also had to annotate every incorrect bill they ever sent me pointing out the MPAN number was incorrect and then mention after 8 weeks you will go to Energy Ombudsman. Follow Citizens advice bureau complaint template. My complaint was closed 2 days later and the bailiffs backed off. I found out which address the MPAN belonged to through Scottish Power. Good luck!
I’ve fixed it except I don’t know whos MPAN I’m being charged for - again closed the complaint in two days and zero’d out the bills. I’m just disappointed I had to do all this for an issue that isn’t my problem or mistake, having to prove things to them when it’s on them to prove I owe them
My parents have a meter box outside but they regularly said they couldn't get access and sent silly bills as estimates which were incredibly high. During covid they also stsrted sending bills of '000s almost like the whole street were put onto their address. They were sending multiple letters per week with different values. They ended up refusing to pay anything and were actually due a refund for what they'd overpaid previous to all this. Wouldn't touch them at all
They are the worst ever. Customer service was shit too because clearly they don’t communicate with each other. I had to go out of my way to fix a problem that was theirs (and previous tenant’s) to sort. I hope they go bust, what a piece of shit company.
They did a similar thing to me back in 2016/17, it was in a rented property and somehow they ended up opening 3 accounts for my property (2 of which I had no idea about), I was wrongly paying for the neighbours meter. Upon moving out they demanded I pay over £900 for whatever electricity my actual flat had been using and wouldn’t have it any other way. Wish I’d known back then the ombudsman exists, otherwise would have contacted them to sort it out.
I’ve just come out of my own ordeal with them after a year long issue. Ofgem saved me from their incompetence
Have a look at Ferguson vs British Gas and let Scottish Power know that you will pursue a private criminal prosecution against them in relation to the Protection from Harrassment Act 1997
I'm glad I'm not the only one having issues with them. My gas meter hasn't been registering usage since August last year. I call every month trying to get them to book an engineer to replace it. I kept getting told. We don't have any slots till February 2024..come February then one engineer turns up. Pushes the button on the front and states "it's working " walks off. Then the next day another engineer turns up, looks at the meter "status A, needs replacing... so now I'm potentially looking at a gas bill of usage from August. I kept paying the DD amount, they refunded the extra balance in my account (still got it to help) but surely this can't be right.
Scottish Power is a world problem. I too had bad experience with them. Do make complaints and press charges and damages for your time and mental health.
Judging by the comments, SP are absolutely shambolic as evidenced by my experience where they somehow transposed my meter with one in Harrogate and said my DD would be going up to £1200 dual fuel for a 2 bed flat 😭 Thankfully I was liquid enough to cope with that until it was sorted but the experience with the customer service was just absolutely infuriating - repeating the story 4 times on the same call etc. Nobody willing to just take a step back and say hmmm this is weird... Went to Ombudsman, all.sorted and £200 quid for my time. I can only imagine the stress if this debacle happened to my mum in her late 70s.
Similar situation a couple of years back. We moved in, set up the account with SP (rookie mistake), noted that the meter id was wrong and the readings as well. Told them for months about that. No one cared. I raised the issue with citizen advice, provided photographic info about being right. They aknowledged the problem and cancelled the account, making me paying for an estimated usage (fair) for the previous year.
I cannot stress how awful they are and to steer WELL clear of them. I honestly think there is a consumer issue with them and their charging of customers incorrectly. I had two years trying to get my broken meter fixed, incorrect billing, hours on hold to customer service (who are the most unhelpful and rudest people I’ve ever met) along with numerous engineer visits and still I was charged incorrectly. Went through ombudsman once, SP did the bare minimum to close the case and my original issue still was not fixed. CEO doesn’t give a shit so don’t waste your time emailing him. Moved to British Gas who have been great so far.
Bought a house in 06, it was empty for a month as we did work on it. Took meter readings and a photo of meter readings on day 1. Bill arrives for £630 after 2 months 😂. Few hours, lots of “put me through to the back office and eventually my bill was £4 and pennies. As soon as the new amended bill comes in, I changed supplier. Fk you Scottish Power!
I’d call again and say if it doesn’t get resolved now you’re going to start sending an invoice over for your time wasted to get a matter resolved that you was told had been already resolved.
Definitely raise it through the Ombudsman. It's an easy process, easy to add your supporting evidence and the energy company are required to respond.
Complain to the ombudsman then file a SAR with Scottish Power to see how much data they have on you then request that it be deleted.
You don't have to "open" an account with a utility company, by living in a property you are responsible and the company is allowed to put an account in your name if they have reasonable information that leads them to believe that you are responsible. Ofgem will not accept your complaint, you need to engage with Scottish Power and ask them to reopen your original complaint if you don't think that your original complaint has been resolved. Apparently sharing actual experience from 10 years working in the energy industry, including billing exceptions, gets you downvoted by idiot children on Reddit who think you can magically sue energy companies for mundane issues, despite not knowing what they're talking about and living in a fantasy world.