Posted: 4th March 2015

Scottish Power hit with sales ban after customer service failure

Scottish Power must stop all “proactive” selling for 12 days beginning today, after failing to remove the backlog of outstanding complaints.

Watchdog Ofgem investigated the energy supplier last year and found customers were experiencing long call wait times, late bills and the company was failing to implement Ombudsman decisions on customer complaints.

Following the investigation, Scottish Power signed up to three targets set by Ofgem to improve customer service within three months. The energy supplier met two of these targets but they failed to clear the backlog of complaints by November’s deadline.

Sarah Harrison, senior partner in charge of enforcement at Ofgem, said: “A sales ban illustrates the difficulties Scottish Power is having in delivering the levels of service customers deserve. While Ofgem’s targets have driven significant improvements in Scottish Power’s performance, we remain very concerned about how customers are being treated.”

As the UK energy market continues to be monitored over their treatment of customers, the big 6 energy suppliers must prove that their size and dominance within the market does not hinder them from delivering fair customer service.

With customers becoming even more informed about their ability to switch supplier, customer experience remains the key to differentiate and gain market share.

Maru/Syngro can help

At Maru/Syngro we empower our global clients to capture all customer feedback across any channel and in any language using our customer experience management software.

A limited number of preview demonstrations are available revealing the 2015 release of our next generation voice of the customer platform.


To register your interest, please submit your details here and get the very latest on our industry-leading advancements in:

Enhanced reporting and dashboard customisation

Whatever the requirements of your industry and your company, Maru/Syngro provides flexible, role-specific reporting and dashboard options to guide the right actions for front line staff and senior executives alike.

Financial data overlay –

Get scientific about calculating the financial risks and opportunities associated with multi-channel customer feedback and prioritise powerful business improvements.

Customer experience is the next great business battleground.

We’re confident that Maru/Syngro 2015 represents the right CX solution for your company. Whether you’re an energy supplier or a manufacturer – from the global enterprises to the smaller brands – together we can help you to compete, and win, on customer experience.

Register now to take your customer experience programme to the next level.

Leave a Reply

Your email address will not be published. Required fields are marked *

Want to see more?

Start transforming the Customer Experience today with your very own powerful data visualisation tool.

Preferred Demo date
Demo Time

*We collect your data to communicate with you about our products and services. We will never sell or share your information with a 3rd party. You can opt-out of receiving further communications at any time. For more information please see our Privacy Policy.

+44 (0)131 564 1571

Maru/Syngro Limited
93 George Street


Opening Hours: Mon-Friday 9am-5pm