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Third biggest penalty imposed by regulator

ScottishPower fined £18m for poor customer service

scottishpowerScottishPower has been hit with an £18 million fine for poor customer service.

It delivered late bills to more than 300,000 customers and the energy regulator, Ofgem said the firm had failed to treat them fairly, with inadequate call handling, complaint resolution and billing.

The financial penalty, the third-highest imposed by the regulator, will be paid to vulnerable customers and charity.

Ofgem said the company’s customer service had improved and it had co-operated during the 18 month investigation.

ScottishPower said it “apologises unreservedly” and is investing £200 million in an IT upgrade.

Last week ScottishPower was accused of a ‘fraud’ on the public by failing to compensate customers who took out warranties from the company for white goods they bought. The company has denied wrongdoing in the case.

In December, Ofgem slapped a £26m penalty on Npower for sending out inaccurate bills and failing to deal with complaints correctly.

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