Scottish Power is the only one of the “big six” energy firms to fail to meet industry requirements to publish customer complaint numbers for the past year.
Energy regulator Ofgem required all companies to publish on their websites the total number of complaints they received in the year to 30 September 2011 by 31 October.
Last year, Scottish Power received 18.06 complaints per 1,000 customers – the worst customer complaint levels of the big six – and the firm is expected to post a similarly high figure this year. It is the second year in a row the company has failed to meet the deadline.
Of the remaining five that did so, Npower had the worst customer complaint record with 18.45 complaints per 1,000 customers – a 10% rise on last year’s figure of 16.8 complaints.
In late October, Npower was fined £2m by Ofgem for mishandling customer complaints. The regulator said it had failed to record all details of the complaints it received, did not give customers enough details of the redress service offered by the energy ombudsman, and failed to put in adequate processes to deal with complaints.