ScottishPower's Insensitive Bureaucracy Compounds Family's Grief
ScottishPower has issued a formal apology after a distressing case where the company repeatedly failed to acknowledge a customer's death, causing months of unnecessary hardship for a bereaved family. The energy giant expressed deep regret for its handling of the situation, which involved lost documents, insensitive communications, and prolonged delays in resolving feed-in tariff payments.
A Simple Request Turns into a Nightmare
Following the death of her husband last year, an 82-year-old woman from Norfolk attempted to switch feed-in tariff payments from her late husband's account to her own. These payments were for electricity generated by solar panels jointly purchased in 2011, with the wife named on the certification and as the main contact. Instead of a straightforward process, she encountered four months of bureaucratic obstacles that exacerbated her grief.
The family was required to submit multiple forms proving residency and provide copies of the will, documents that ScottishPower promptly lost. Emails continued to be addressed to the deceased father, and customer service agents displayed a lack of coordination and empathy, ignoring complaints and showing no regard for her age or bereavement.
Apologies Without Action
When alerted by a consumer advocate, ScottishPower apologized and acknowledged that their handling was far below standard, promising an investigation. However, the nightmare persisted. The company sent further emails to the late father and, in a particularly insensitive error, offered condolences for the death of the mother when she was still alive.
Payments of over £1,000 were finally issued in November, but without the demanded interest, and with an initial compensation offer of £75 deemed derisory by the family. Subsequent communications included calls asking to speak to the deceased husband, highlighting systemic failures in record-keeping and customer care.
Compensation and Admission of Fault
After months of delays, ScottishPower admitted to wasting two months on unnecessary paperwork and taking two months to act upon notification of the death. The company increased its compensation offer to £300, which included interest payments, and the mother accepted this resolution.
This case underscores broader issues in utility customer service, particularly in handling sensitive situations involving bereavement. It raises questions about the efficiency and compassion of large corporations when dealing with vulnerable customers during difficult times.
