ScottishPower: most-reported complaints
Automated analysis of 3,603 public Trustpilot reviews published 2026-05-24 to 2026-09-27. TrustScore 4.4 from 208,522 total reviews — see the Trustpilot page. Quick answer: is ScottishPower legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 296 reports representing 37% of identified complaints, a trend that is rising. Billing errors are the second most common issue, cited in 173 cases (22% of complaints), also showing a rising trend. Account and app problems were reported 126 times (16% of complaints) with a falling trend, while support being unreachable accounted for 118 reports (15% of complaints) and is also falling.
How to reach ScottishPower
These are the contact details ScottishPower publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address 320 St Vincent St, Glasgow, G2 5AD, GB.
The company claimed its Trustpilot profile on 2019-05-01, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 27 of 42 in Energy Supplier. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 3.11★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2025): 52.4 complaints per 10,000 customers. source
Citizens Advice (Q4 2024): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 46.7 complaints per 10,000 customers. source
Citizens Advice (Q4 2023): 2.94★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 94.8 complaints per 10,000 customers. source
Citizens Advice (Q4 2022): 115.2 complaints per 10,000 customers. source
Citizens Advice (Q4 2022): 2.6★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 74.5 complaints per 10,000 customers. source
Citizens Advice (Q4 2021): 2.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 62.1 complaints per 10,000 customers. source
Citizens Advice (Q4 2020): 2.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 63.8 complaints per 10,000 customers. source
Citizens Advice (Q4 2019): 3.2★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 41.1 complaints per 10,000 customers. source
Citizens Advice (Q4 2017): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 49 complaints per 10,000 customers. source
Citizens Advice (Q3 2024): 47.9 complaints per 10,000 customers. source
Citizens Advice (Q3 2024): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 119.4 complaints per 10,000 customers. source
Citizens Advice (Q3 2023): 2.94★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 83.1 complaints per 10,000 customers. source
Citizens Advice (Q3 2022): 2.95★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 2.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 72.8 complaints per 10,000 customers. source
Citizens Advice (Q3 2020): 3.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 46.05 complaints per 10,000 customers. source
Citizens Advice (Q3 2019): 66.8 complaints per 10,000 customers. source
Citizens Advice (Q3 2019): 3.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 3.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 49.2 complaints per 10,000 customers. source
Citizens Advice (Q2 2025): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 3.27★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 57.8 complaints per 10,000 customers. source
Citizens Advice (Q2 2023): 3.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 136.5 complaints per 10,000 customers. source
Citizens Advice (Q2 2022): 2.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 80.5 complaints per 10,000 customers. source
Citizens Advice (Q2 2021): 69.2 complaints per 10,000 customers. source
Citizens Advice (Q2 2021): 2.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 56.3 complaints per 10,000 customers. source
Citizens Advice (Q2 2020): 3.3★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 3.2★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 60.9 complaints per 10,000 customers. source
Citizens Advice (Q2 2018): 3.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 2.94★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 61.8 complaints per 10,000 customers. source
Citizens Advice (Q1 2025): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 47.6 complaints per 10,000 customers. source
Citizens Advice (Q1 2024): 2.94★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 83.7 complaints per 10,000 customers. source
Citizens Advice (Q1 2023): 126.6 complaints per 10,000 customers. source
Citizens Advice (Q1 2023): 2.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 65 complaints per 10,000 customers. source
Citizens Advice (Q1 2021): 57.3 complaints per 10,000 customers. source
Citizens Advice (Q1 2021): 2.5★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 70.3 complaints per 10,000 customers. source
Citizens Advice (Q1 2020): 3.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 46.9 complaints per 10,000 customers. source
Citizens Advice (Q1 2018): 3.3★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 1458 complaints per 100,000 customers. source
Ofgem (Q4 2024): 1406 complaints per 100,000 customers. source
Ofgem (Q4 2023): 1376 complaints per 100,000 customers. source
Ofgem (Q4 2022): 1455 complaints per 100,000 customers. source
Ofgem (Q4 2021): 1594 complaints per 100,000 customers. source
Ofgem (Q4 2020): 1500 complaints per 100,000 customers. source
Ofgem (Q4 2019): 1793 complaints per 100,000 customers. source
Ofgem (Q4 2018): 2116 complaints per 100,000 customers. source
Ofgem (Q4 2017): 3161 complaints per 100,000 customers. source
Ofgem (Q4 2016): 2442 complaints per 100,000 customers. source
Ofgem (Q4 2015): 2412 complaints per 100,000 customers. source
Ofgem (Q4 2014): 2069 complaints per 100,000 customers. source
Ofgem (Q4 2013): 1399 complaints per 100,000 customers. source
Ofgem (Q3 2025): 1433 complaints per 100,000 customers. source
Ofgem (Q3 2024): 1227 complaints per 100,000 customers. source
Ofgem (Q3 2023): 1305 complaints per 100,000 customers. source
Ofgem (Q3 2022): 1694 complaints per 100,000 customers. source
Ofgem (Q3 2021): 1762 complaints per 100,000 customers. source
Ofgem (Q3 2020): 1734 complaints per 100,000 customers. source
Ofgem (Q3 2019): 1894 complaints per 100,000 customers. source
Ofgem (Q3 2018): 2799 complaints per 100,000 customers. source
Ofgem (Q3 2017): 2813 complaints per 100,000 customers. source
Ofgem (Q3 2016): 2252 complaints per 100,000 customers. source
Ofgem (Q3 2015): 2719 complaints per 100,000 customers. source
Ofgem (Q3 2014): 2031 complaints per 100,000 customers. source
Ofgem (Q3 2013): 1330 complaints per 100,000 customers. source
Ofgem (Q2 2026): 1397 complaints per 100,000 customers. source
Ofgem (Q2 2025): 1508 complaints per 100,000 customers. source
Ofgem (Q2 2024): 1303 complaints per 100,000 customers. source
Ofgem (Q2 2023): 1546 complaints per 100,000 customers. source
Ofgem (Q2 2022): 1650 complaints per 100,000 customers. source
Ofgem (Q2 2021): 1997 complaints per 100,000 customers. source
Ofgem (Q2 2020): 1154 complaints per 100,000 customers. source
Ofgem (Q2 2019): 1992 complaints per 100,000 customers. source
Ofgem (Q2 2018): 3479 complaints per 100,000 customers. source
Ofgem (Q2 2017): 2623 complaints per 100,000 customers. source
Ofgem (Q2 2016): 2318 complaints per 100,000 customers. source
Ofgem (Q2 2015): 2720 complaints per 100,000 customers. source
Ofgem (Q2 2014): 1648 complaints per 100,000 customers. source
Ofgem (Q2 2013): 1611 complaints per 100,000 customers. source
Ofgem (Q1 2026): 1585 complaints per 100,000 customers. source
Ofgem (Q1 2025): 1672 complaints per 100,000 customers. source
Ofgem (Q1 2024): 1472 complaints per 100,000 customers. source
Ofgem (Q1 2023): 1565 complaints per 100,000 customers. source
Ofgem (Q1 2022): 1793 complaints per 100,000 customers. source
Ofgem (Q1 2021): 1836 complaints per 100,000 customers. source
Ofgem (Q1 2020): 1837 complaints per 100,000 customers. source
Ofgem (Q1 2019): 2015 complaints per 100,000 customers. source
Ofgem (Q1 2018): 3581 complaints per 100,000 customers. source
Ofgem (Q1 2017): 2493 complaints per 100,000 customers. source
Ofgem (Q1 2016): 2212 complaints per 100,000 customers. source
Ofgem (Q1 2015): 2648 complaints per 100,000 customers. source
Ofgem (Q1 2014): 1357 complaints per 100,000 customers. source
Ofgem (Q1 2013): 1519 complaints per 100,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 392 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “ScottishPower - Improvement Activity Required”, “Fell into a trap with Scottishpower, my fault for not paying enough attention, paid way too much etc”, “Scottishpower error - advice please”.
Elsewhere: 2★ on Google (482 reviews) · 4.8★ App Store (86,943) · 4.7★ Google Play (96,229) · 3.67★ Reviews.io (3) — a 2.4-star gap between its Trustpilot and Google scores.
TrustScore over time
4.4 → 4.4 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (92%, 0.5d) · 2026-08-15 (92%, 0.5d) · 2026-08-18 (92%, 0.5d) · 2026-08-21 (92%, 0.5d) · 2026-08-24 (92%, 0.5d) · 2026-08-27 (92%, 0.5d) · 2026-09-01 (92%, 0.5d) · 2026-09-04 (93%, 0.5d) · 2026-09-07 (92%, 0.5d) · 2026-09-10 (93%, 0.5d) · 2026-09-13 (93%, 0.5d) · 2026-09-16 (93%, 0.5d) · 2026-09-20 (93%, 0.5d) · 2026-09-23 (93%, 0.5d) · 2026-09-27 (93%, 0.5d).
Severity: 31% of this company’s 806 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.4 days between the experience and publishing their negative review (1080 reviews record both dates).
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q1 2013 to Q2 2026 (118 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Regulator enforcement
- OFGEM, 2022-09-22 — On 21 September 2022, the Authority issued a Provisional order to Scottish Power Energy Retail Ltd. On 9 December 2022, the Authority made a Revocation Order. The provisional order is no longer in pla (notice)
- OFGEM, 2016-06-08 — The Authority has confirmed its decision to impose a £18m financial penalty and consumer redress package on ScottishPower. (notice)
- OFGEM, 2015-03-05 — penalty of £2,400,000 — The Authority has confirmed its decision to impose a financial penalty on ScottishPower following an investigation into the company’s compliance with its obligations under Article 14(1) of the Electri (notice)
- OFGEM, 2014-07-02 — penalty of £750,000 — The Authority has decided to confirm the proposed financial penalty on Scottish Power of £750,000, following an investigation into concerns with the company’s compliance with the requirements under SL (notice)
- OFGEM, 2013-10-18 — We have decided to close the investigation on administrative priority grounds. (notice)
Formal action published by the named regulator. Penalty figures are quoted as the regulator stated them; where no figure is shown the action carried none or none was published. Historic actions may predate current management or ownership.
Independent findings
Which?’s 2026 energy supplier survey scored ScottishPower across 15 published metrics.
- complaints performance: 4/15
- accurate payments: 2
- clarity of statements: 2
- contacting your supplier: 7/12
- customer communications: 2
- customer score: 62
- ease of contacting: 2
- overall customer service: 2
- smart meters: 4/10
- supporting customers who need it: 7/10
- switching: 3/5
- total score: 56
- usefulness of communications about energy costs: 2
- value for money: 2
- which assessment score: 50
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2025-02-05 (Television) — A TV ad featuring George Clarke wasn't quickly recognisable as an ad and led viewers to believe they were watching a programme.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
refund window: 5 working days — meanwhile 19 reviewers in our census window reported refund delays.
“By BACS within 5 working days of the bill date”
refund window: 10 working days — meanwhile 19 reviewers in our census window reported refund delays.
“By cheque within 10 working days of the bill date”
refund window: 10 working days — meanwhile 19 reviewers in our census window reported refund delays.
“your refund should be with you within 10 working days from the date on your bill.”
refund window: 10 working days — meanwhile 19 reviewers in our census window reported refund delays.
“This usually arrives within 10 working days of either the date of the move out, or the date we were notified of the move out.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 946 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of under a day.
Reply quality: of 946 company replies to negative reviews analysed, 58% engaged with the specific problem and 38% were generic templates.
What employees say
Employees rate ScottishPower 3.9★ overall from 529 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2884 company-invited reviews in the recent window average 4.62★, while 116 organic (uninvited) reviews average 1.41★.
14% of its 2187 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 37% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 63,022 of this company’s 208,522 Trustpilot reviews (30%) were written in the last 12 months.
What are the most common complaints about ScottishPower?
Support unhelpful
296 reports · 37% of complaintsrising since 2026-09“a debt collector turning up at our door”
The company replied on 2026-08-12: “Hi Chris, We appreciate you taking the time to share your experience with us. We're sorry to hear about the issues which you've been facing and we regret that you're unhappy with the service that…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“it’s August now and even though I’ve made numerous phone calls and complaints I’m still waiting.”
The company replied on 2026-08-10: “Hello Jane, We are truly sorry to hear about the incredibly frustrating and prolonged delay you've experienced with your gas meter replacement. We understand how disheartening it must be to be…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“sent a final bill that read 'actual reading' but was an estimate charging me far more than the actual usage”
The company replied on 2026-08-25: “Hello Nicola. We are truly sorry to hear about the incredibly frustrating experience you've had with your meter issues and the subsequent final bill. We understand how disheartening it must be to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Billing errors
173 reports · 22% of complaintsrising since 2026-09“I am getting constant phone calls emails text messages to say I have an outstanding bill which I don’t.”
The company replied on 2026-08-27: “Hi John, Thanks for taking the time to leave us a review and for providing the additional details which we requested from you. We're sorry to hear about the issues which you've been facing following…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“sent a final bill that read 'actual reading' but was an estimate charging me far more than the actual usage”
The company replied on 2026-08-25: “Hello Nicola. We are truly sorry to hear about the incredibly frustrating experience you've had with your meter issues and the subsequent final bill. We understand how disheartening it must be to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“They have now put CCJ on my record”
The company replied on 2026-08-24: “Hello Deborah, We are truly sorry to hear about your incredibly frustrating experience with the billing issues and the subsequent CCJ on your record. We understand how upsetting and unfair it must…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Account/app problems
126 reports · 16% of complaintsfalling“it’s August now and even though I’ve made numerous phone calls and complaints I’m still waiting.”
The company replied on 2026-08-10: “Hello Jane, We are truly sorry to hear about the incredibly frustrating and prolonged delay you've experienced with your gas meter replacement. We understand how disheartening it must be to be…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“left with no electricity as they have not opened the electric account at all”
The company replied on 2026-09-01: “Hello Andrea, We are truly sorry to hear about the incredibly frustrating experience you've had with your electricity account, especially being left without power with young children. We understand…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Home display doesn’t work. Their app shows wrong meter balance.”
The company replied on 2026-08-05: “Hi Amos, We appreciate you taking the time to share your experience with us. We regret to hear that you're unhappy with the service that you've received since joining us and we appreciate your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
118 reports · 15% of complaintsfalling“left with no electricity as they have not opened the electric account at all”
The company replied on 2026-09-01: “Hello Andrea, We are truly sorry to hear about the incredibly frustrating experience you've had with your electricity account, especially being left without power with young children. We understand…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I am getting constant phone calls emails text messages to say I have an outstanding bill which I don’t.”
The company replied on 2026-08-27: “Hi John, Thanks for taking the time to leave us a review and for providing the additional details which we requested from you. We're sorry to hear about the issues which you've been facing following…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“bills are grossly overstated, customer readings consistently neglected on multiple occasions”
The company replied on 2026-08-10: “Hello Kristy, We appreciate you sharing your experience and are truly sorry to hear about the significant frustration you've encountered with our services, especially regarding billing inaccuracies,…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Other
64 reports · 8% of complaintsfalling“Corrupt and bullying company..involved in schemes to upset and mentally harm people”
The company replied on 2026-08-07: “Hi Jim, Thanks for taking the time to leave us a review. We're sorry to hear that you feel this way. If you'd like to discuss any concerns which you have in further detail, please provide the details…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I have been trying for the last eight years to get a Smart meeter that works from Scottish Power”
The company replied on 2026-06-01: “Hello Thomas, We appreciate you taking the time to share your feedback regarding your recent tariff fixation and the difficulties you encountered. We regret to hear about the limited tariff options…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“They've made no attempt to notify me of that and all my efforts so far have been in vain”
The company replied on 2026-09-10: “Hi Bruno, Thanks for taking the time to leave us a review. We're sorry to hear that you've not received your refund despite your account closing over a year ago. We understand that this will be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Aggressive collections
51 reports · 6% of complaintsrising since 2026-09“a debt collector turning up at our door”
The company replied on 2026-08-12: “Hi Chris, We appreciate you taking the time to share your experience with us. We're sorry to hear about the issues which you've been facing and we regret that you're unhappy with the service that…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I am getting constant phone calls emails text messages to say I have an outstanding bill which I don’t.”
The company replied on 2026-08-27: “Hi John, Thanks for taking the time to leave us a review and for providing the additional details which we requested from you. We're sorry to hear about the issues which you've been facing following…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Directing payments to the collection company and then after payment made they continued to harass”
The company replied on 2026-08-24: “Hello Marianne, We are truly sorry to hear about the distressing experience you had with our bereavement service during such a difficult time. We understand how frustrating and upsetting it must have…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Compare ScottishPower with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.