Prioritised steps for vulnerable customers dealing with a ScottishPower billing error.
| # | Action | Contact / Resource | Priority |
|---|---|---|---|
| 1 | Request Priority Services Register (PSR) status | 0800 027 1171 | Urgent |
| 2 | Dispute the bill in writing to ScottishPower | customerservices@scottishpower.com | High |
| 3 | Submit a formal complaint if unresolved in 8 weeks | Ombudsman Services: Energy | Medium |
| 4 | Contact Citizens Advice for free support | 0808 223 1133 | Helpful |
| 5 | Request backdated error correction | Ofgem 12-month rule applies | Know Your Rights |
A billing error occurs when ScottishPower charges you the wrong amount. This can happen due to incorrect meter readings, system migration issues (ScottishPower had major SAP billing problems between 2013–2016 affecting over a million customers), estimated reads that were never corrected, or tariff misapplication.
Customers with medical conditions, disabilities, or on low incomes can register for extra protections including advance notice of planned outages and accessible bills.
PSR-registered customers cannot be disconnected between October and March, even if there is an outstanding bill dispute.
You can request bills in large print, Braille, audio, or a simplified summary format at no extra charge.
You can nominate a trusted person (carer, family member) to manage your account and receive communications on your behalf.
Collect all recent bills, your meter readings (photographed with date), any correspondence from ScottishPower, and your direct debit history. This is your paper trail.
Call 0800 027 1171 (free from landline) or use the online chat. Clearly state: the error amount, the date it appeared, and your PSR status if applicable. Ask for a reference number.
If not resolved within 8 weeks (or if you receive a deadlock letter), you can escalate to the Ombudsman Services: Energy at no cost. The ombudsman can compel ScottishPower to fix billing errors and award compensation.
You are not obligated to pay an amount you're formally disputing. Notify ScottishPower in writing that you're withholding the disputed portion pending resolution. This protects your credit record.
No. Under Ofgem's back-billing protection, they can only back-bill for a maximum of 12 months if you were unaware of the error.
Request a credit adjustment. ScottishPower must refund any overcharge to your meter key or smart meter account within a reasonable timeframe.
Yes. PSR customers get priority handling, dedicated support staff, and ScottishPower must offer additional help such as home visits for complex queries.