ScottishPower's Handling of Bereavement Raises Concerns

The experience of a grieving family highlights significant shortcomings in ScottishPower's customer service, particularly in handling the transition of feed-in tariff (FiT) payments after the death of a customer. Following the death of a Norfolk resident, the deceased's family faced a protracted and distressing bureaucratic process in their attempts to transfer FiT payments from the deceased's account to that of his widow.

The Guardian

The FiT scheme, introduced in the UK in 2010, incentivizes the generation of renewable energy by providing payments to households with solar panels. In this case, the deceased had jointly purchased solar panels with his wife in 2011, and the payments were directed to his account. Following his death, the family expected a straightforward transition of these payments to the widow's account.

The Guardian

The family involved includes the widow, an 82-year-old woman, and her late husband, who had been receiving FiT payments. ScottishPower, a major energy supplier in the UK, is the company responsible for managing these payments and customer service interactions.

The Guardian

ScottishPower acknowledged the distress caused to the family, stating, “We’re deeply sorry for the experience the family has had with us during such a distressing time. Our handling of the case is far below the standard we aim for, and we are investigating why this has happened and why it has taken so long to resolve.” Despite this, the family continued to experience issues, including receiving emails addressed to the deceased and being asked for unnecessary documentation.

The Guardian

The family expressed frustration over the lack of sensitivity shown by ScottishPower during a difficult time. The widow was subjected to repeated requests for documentation, including a copy of the will, and faced delays in receiving payments owed to her. The family's experience raises questions about the company's protocols for handling cases involving bereavement, particularly regarding communication and empathy.

The Guardian

ScottishPower initially offered £75 in compensation, which the family deemed inadequate. After further complaints, the offer was increased to £150, and eventually to £300, which included the interest payments. However, the family noted that ScottishPower had delayed processing necessary paperwork and had taken two months to act upon notification of the death.

The Guardian

“It means my father is no longer with us, he passed on, he has expired, he is bereft of life, he is deceased, he has shuffled off his mortal coil.” — TM Cromer, Norfolk

The Guardian

ScottishPower has committed to investigating the handling of this case to prevent similar occurrences in the future. The family’s ordeal serves as a reminder of the importance of compassionate customer service, particularly in sensitive situations involving bereavement.

The Guardian