Ofgem investigates ScottishPower customer treatment

Ofgem opened an investigation on November 5 into whether ScottishPower Energy Retail complied with rules on customer treatment, billing and support for people in vulnerable situations or struggling to pay their bills. The regulator said the inquiry will examine the company’s gas and electricity retail operations during the period under review. The investigation includes ScottishPower’s obligations to treat domestic customers fairly, restrictions on backbilling for energy used more than 12 months earlier, and assistance for customers having difficulty paying. It also covers the company’s responsibilities under the Priority Services Register, which provides additional support to some vulnerable customers. Ofgem said the inquiry will assess five conditions in ScottishPower’s supply licences, as applicable during the period under review. The conditions address customer treatment, billing and support. The investigation will also consider whether repayment arrangements take customers’ ability to pay into account. Opening the investigation does not mean Ofgem has found that ScottishPower broke the rules. The regulator said it would report its findings after assessing the relevant...