Scottish Power to face sales ban if it doesn’t sort out customer service

Noviembre 16:

Scottish Power will face a sales ban if it does not shape up on call waiting times and complaint numbers in three months, Ofgem has warned.
The regulator has warned that unless there are improvements in three key areas (the time people are kept on hold, the numbers of complaints to the ombudsman and late bills) they will face the ban.
Sarah Harrison, enforcement chief at Ofgem, said: “Scottish Power’s customers are experiencing unacceptably long call waiting times and a drastic drop in overall customer satisfaction.”
The company will now have to publish weekly progress reports from the end of November, detailing call waiting times.
Scottish Power’s chief executive, Neil Clitheroe, said: “I would like to apologise unreservedly to any customer who has not received the level of service that they deserve from Scottish Power in recent months and provide my personal assurance that we will do what we can to correct every problem, pay appropriate compensation and ensure that no customer is disadvantaged.”
If targets are not met, the company’s proactive sales activities will instantly be suspended.

Source: m.thedrum.com/news/2014/11/16/scottish-power-face-sales-ban-if-it-doesn-t-sort-out-customer-service

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