In November last year, the regulator launched an investigation into Scottish Power’s treatment of customers and specified improvements for three areas: call waiting times; late bills; and Ombudsman complaints.
However, the company failed to remove a backlog of outstanding Ombudsman decisions for individual complaints by the end of November. More than 2,000 customers with outstanding complaints will receive free energy until issues are resolved.
Ofgem’s senior partner in charge of enforcement Sarah Harrison said a sales ban “illustrates the difficulties Scottish Power is having in delivering the levels of service customers deserve”.
She continued: “While Ofgem’s targets have driven significant improvements in Scottish Power’s performance, we remain very concerned about how customers are being treated.
“As well as our ongoing investigation, we require Scottish Power to undertake an independent audit of its progress on improving customer service. We will keep the need for any further action under review.”
Scottish Power retail and generation chief executive Neil Clitheroe said the process of moving to a new customer management system has been “challenging” and has “resulted in service problems” for some customers.
He said: “We are determined to put this right. We continue to correct problems, pay appropriate compensation and ensure no customer is left financially disadvantaged.”