Recent Nominations

Mxxx Hxxxxxx xxxxxxxx xxxxxxx xxxxxxx xx xxx xxxx xxxxxxxDear Mxxxx HxxxxxxAccount xxxxxxxxxxThank you for your letter date 19 August. If only the people who dealt with the account previously had expressed themselves as clearly, a good deal of time and energy would have been saved.I have already informed you that I have cancelled the xxxxxx xxxxx authority of the payment of xxx.xxMay all go well with you. Your sincerelyx x xxxxxxxx

To: Brown, William SSubject: Complaint - 88xxxxxxxxxHi Willie,Just wanted to give you some quick feedback on the call you had with Miss Benxxxx.She was very complimentary of your service and said you were concise and polite.Well done.

Very courteous and warm manner made even better by her delightful Lancashire accent. Sharon was easy to understand, and is by far the best informed and most helpful member of the Scottish Power Customer services team (or any other) I have EVER spoken to. She volunteered information which has saved me £480 per annum and advised me on how to set up a second e mail address in order to save money on the second supply which we have. She is exactly the sort of person I would always like to speak to; well informed, efficient and taking the initiative to offer a saving without wrapping it up in a long diatribe of complicated jargon. What a refreshing chance from the too frequent overseas call centres where accents, mine and theirs, present problems of understanding, sometimes requiring frequent, infuriating repetition, and deviation from the set piece too often precludes asking specific questions. Well done Scottish Power for finding such empathetic and efficient staff. You and Sharon deserve a medal!

Dear sir/madam! I would like strongly recomed for WOW award to mr NEIL MARSTON, my very best wishes are for him, thanks.

Leah Bewes phoned me this morning (after my ring back request). My query was to ask for our meter usage for 2 x 12 month periods.For each "twist and turn" of the call, different queries were asked by me. In turn, Leah answered each of them. Where she needed I was placed on hold (and it never felt too long) or she consulted with others and then brought information back to me.She offered professional guidance and input. I left the call with all the information I thought I needed plus more that I will benefit from.I never felt rushed by Leah. I didnt feel like my call was boring or unimportant to her. She sounded friendly and was very helpful, courteous and efficient.I know that Scottish Power rank low in Customer Service reviews (and I brace myself when I ring) but Leah made todays call a really positive one and Id like someone else to know what a good person theyve got in their team.Regards, Genevra

Sent: 25 August 2010 11:51 To: Sheikh, FarhatSubject: Acc no 89037xxxxxxHi,Mrs Stalxxx called just now to say thanks for all Farhats help this morning. The job has been completed and she was very happy with the service she got today and wanted to call back to leave positive feedback as she states people always moan so only right she should say thank you.Mrs Stalxxx

Dear FionaFirst of all, I would like to say a very big Thank You, not only for dealing with my letter/complaint, re: account xxxxxxxxxx but mostly for the beautiful flowers you had sent.My Aunty Joan was most thrilled and delighted and I can safely say you have lifted her spirits enormously by your action howerver there is just one small fly in the ointment. On Saturday 14/08/10, (flowers arrived Friday 13/08/10) a further communication from Scottish Power was received. (enclosed) I have told Aunty Joan that this communication is something that has probably crossed, as the account notification is dated 11/08/10, and you rang me on 12/08/10.Would you please confirm that this latest communication is indeed a crossed wire just to put her mind at ease, as I have already told her to expect a new bill showing a Nil amount as per your t/phone conversation.Once again, thank you for your trouble.Yours sincerelySxxxx Gxxxxxx

FANTASTIC CUSTOMER FEEDBACKScottishPower rerceived a call from customer Janet.Customer requested to speak to a senior manager to give feedback for Margaret Jackson. The customer said that she also works in a customer service environment and that she was thinking of leaving S/P but the service that Margaret provided was excellent and she was now happy to stay with us due to Margaret’s efforts. The customer actually said "Margaret had gone the extra mile for her and she really appreciated it".Thanks Janet

Dear Collette Thank you for your detailed and clear explanation. Although it may be your job to sort out complaints, I believe Scottish Power are lucky to have you! I shall pay the £xx.xx today and hope that THIS REALLY will be the end of my problems. Of course, on my part, I will attempt to provide meter readings on time. Kind regards. Yvonne

To ScottishPowerNot just a thank you.... but a “Thank You very much” card as well!!! Dear Neil,Better late than never, just to say Thank You for Helping me to resolve my problem. If only all Customer Care Representatives had your listening skills.With Thanks and appreciation for your helpPatricia Griexxx

Mrs Maxxxxxl called acc number 9096xxxxxx to give you an update that following your advice she called npower and they will raise an erroneous transfer.She said you were fantastic and very helpful and had wished that she had spoken to you before going to npower in the first place.The customer

Some excellent feedback for Lynn GrahamFrom: Barxxx Jacquxxxx Sent: 13 August 2010 11:32 To: Christian, Carl Subject: a/c 7131xxxxxxxxHi i’m just dealing with a email that has come in from a customer in relation to an a/c lyn graham op 54xx dealt with, very positive feedback.jackiMail reads..... A massive thankyou to the lady that helped me sort out my query regarding my electricity problems that i encountered when sending my meter readings on line,i didnt know until yesterday that there was such a thing.as two meter readings, i have recently retired from the N.H.S after xx years service,when people complained which was frequently then the whole word and his wife were made aware,people forget the good things that the human society do every day of their lives,I thought i was the queen yesterday,the lady that i the conversation with treated and spoke to me with kindness and respect, i would like to think that your company is able to convey my thanks to the lady concerned,nearly forgot to thank Scottish Power in general. If anyone in future should ask me which gas and electricity supplier i would recommend l will know what to say ,thankyou once again to all concerned. Kind regards,Lix Boxxx.

Sent: 24 August 2010 12:04 To: Christian, Carl Subject: Re Lynn Graham Just spoken to Mrs Burroxx and she wanted to pass on her thanks regarding Lynn. She said that Lynn has always called when she said she would and was very helpful and listened to what the customer was saying.

We have been struggling with problems that have been created by Scottish Power and Rosemary in your metering department is the only person who seems to have taken an interest. She has picked up the various strands of our complaint and made sure that they were acted on and kept us fully informed of the progress. She is a credit to your organisation and should be held up as an example to your other staff.

Graham was exceptionally helpful when I was trying to get general information on 1. my homes energy consumption, 2. background solar power generation, 3. Smart meters. He was able to give me the information requested and also put me in contact with other departments as necessary. He followed up later with a Email to confirm the he had contacted the other department and that they would be in touch. Stressing if they did not get in touch to contact him and he would chase it further. It was really nice to find such friendly and professional member of staff in customer services - generally they make you feel like you are stopping them from doing something far more important than helping you

From: marxxx.j.o'donxxxx@aib.ie Sent: 12 August 2010 11:58 To: Todd, Sam Subject: Re: FW: 95799xxxxxx Hi Sam, After months of chasing around trying to understand and resolve this matter it was great to finally get through to someone who could bring it to a speedy and satisfactory conclusion. Many thanks to you and your team for your help and professionalism. Kind regards Marxxx O'Donxxxxx

First time paying bill online had actually paid twice.Having at first received poor customer service I phoned customer care(08452700700) and spoke to June(extension 35)on 27/7/10 about 6 or 7 pm. She listened,understood and eventually resolved my problem.I might add she phoned back next day exactly when she said she would(15.30) as I was working and would not be home till then.I received my refund check in the post. Sorry I don't know her surname but she had a liverpool accent.

From: jan [mailto:janlis@rsxxx.plus.com] Sent: 02 August 2010 15:59 To: Doyle, Margaret Subject: Flowers: ref: 305xxxx Please accept my thanks for the lovely flowers received this afternoon. Thank you to for your email, which will be very well appreciated should I need to contact Scottish Power again. I would find it a frustration too far to have to go through the hoops of conversations with computers. Janixxx Prexx

I had a call from Mrs GrifXXX espacially to thank me (Moira's Manager). the account was at warrant and Moira took a call from a very disraught Mrs Griffen who was worried about the process. Moira talked her through the process, including the benefits of PP meters etc. called her before the call and after the call to make sure everything was okay. this all prompted a call from the customer to commend Moira, this is only the second time this has happened in 9 and a half years as a manager in Credit Manangement. we do a difficult job, have difficult conversations with customers on a regular basis and it speak volume for Moira that she got this reaction from a customer at this stage in our process.

Rosemary Meakin has dealt with my case from start. She was extremely helpful and constantly updated on any development that took place. Not was her telephone manner excellent but there was warmth in her tone; there was a genuine human touch when dealing with the issue and this touched me. It was always a pleasure to hear from you even when things were not progressing as fast as we would have liked to be. I strongly nominate her for the WOW AWARD. She definitely deserves it.

Last month I moved into a new home and registered to become a Scottish Power customer for the first time. I was looking for an online dual fuel tariff and had some issues setting this up on the website. It repeatedly gave me technical errors and I ended up registered for the wrong thing. I then had some issues getting the help I needed to resolve the situation. I am not looking to complain about my service however - on the contrary I would like to make a point in saying that the staff member who resolved the issues on my account for me was exemplary. Although there were some strange technical issues setting up the account she took charge of the situation and kept me informed of the progress throughout - I never worried for a minute that the situation was not being handled or wouldn't be resolved. While moving house with a million things to organise while working full time this was a great help. I'm not sure of her surname but her first name is Jane.

From: Debxxxx Owxx [mailto:xxxxx@hotmail.co.uk] Sent: 30 July 2010 10:13 To: Doyle, Margaret Subject: Thankyou Dear Ms Doyle, Debxxxx Owxx - Account no: 8096xxxxxx I just wanted to say thanks again for your help yesterday - I'm very grateful for the kind and professional way you handled my query and helped me sort out a solution. It's good to know there are real people out there. With best wishes, Debxxxx Owxx

Subject: Lovely praise from a customer for Andrew Watson Hi Andrew, A customer Andrew was dealing with asked to speak to his manager to say how good he was dealing with her account and getting it all sorted for her she said he was brilliant. Well done Andrew a lovely bit of praise is so nice to get. Thanks Linda.

From: Colxxx, Kirxxx Sent: 27 July 2010 16:31 To: Duerden, Sylvia Subject: Hello Sylvia, I just wanted to let you know Mr R Harrison called into ScottishPower after hearing your voicemail left earlier on his phone. He thanks you for setting him up on SP's online capped rate as you suggested. Mr Harrison also asked me to pass on his thanks to you, as he said you we extremely helpful.. ļ Thanks..

From: exxxxxx@talktalk.net Sent: 28 July 2010 11:26 To: Doyle, Margaret Subject: Re: Account reference 404xxxxxxx Dear Margaret We have just returned from our holiday and have not had chance to contact you. Once again you have worked wonders in sorting out our business electricity supply account problems.

From: Brix Parxxx Sent: 27 July 2010 12:47 To: Doyle, Margaret Subject: RE: Contact reference 25xxxxxxGood afternoon Yesterday we received a parcel that contained a couple of bottles of wine! We were very surprised to note that it came to us from Scottish Power with a card from youself. I would just like to say many thanks and that it has been a pleasure dealing with you on this matter. We will drink a toast to you when we open the bottles. Kind regards Brix Parxxx

From: Gingxxx@aol.com Sent: 22 July 2010 11:37 To: Greenwood, Sandra Subject: Many thanks reference 30xxxxx Dear Ms Greenwood, I am writing to thank you very much for the flowers that arrived on Saturday morning for my wife. She was very pleased indeed with them and she has also asked me to pass on her thanks to you. A postman brought them to us around 10.30 am, and he actually came on a pedal bike with the big box, so we felt that he showed real caring and dedication too. I am pleased to note that the complaint has now been resolved to our mutual satisfaction. My wife and I have used the online facility several times since the problems, and it does seem to be working correctly. Thank you for dealing with this matter & for the gift, which was very much appreciated. Kind regards, Yours sincerely, Maxx Bexxxxx.

xxxxxxx xxxx xxxx xxxxxxx xxxx xxxxxxxxDear Mxx Pxxxxx Ref xx/xxx/xxxxxx A/c No. xxxxxxxxxxx/xxx and xxxxxxxxxxxThank you for your letter of xx/xx/xx and subsequent telephone calls. I am writing to thank you for your efforts to resolve my complaint so quickly and which clearly involved you in a great deal of work. Obviously I am pleased because the write-off works in my favour but you have created a great deal of goodwill towards xxxxxxxx xxxxx which would move me back to your company at sometime in the future.I can see why you are used in this post because you build up a rapport with the customer and make him or her feel someone cares. I am sending this handwritten letter as I wanted to show you my respect for your work and attitude. I hope xxxxxxx xxxxx recognises your work to them.Once again my thanksYours Sincerely

x xxxxxx xxxxx xxxxxxxxx xxxxxxxx26 June 2010Account no: xxxxxxxxxxxDear Mxxx DxxxxxIn reply to your letter dated 16 June 10 I wish to send my sincere thanks for sorting out my account. For my part, yesterday I visited my bank to ensure that a double payment will be made when it becomes due. The bank confirmed that my request will be complied with. Thanks also for the unexpected gift; much appreciated. Id be very happy to recommend you for the WOW Award but not having the link to do it electronically, I can only do it by pen. Please advise me if I can send a letter to person or department concerned, or perhaps you can pass on this letter.Yours sincerelyFxxxx Wxxxxxxx

Mr Lobxxxx called today to thank Miss Moore for her recent assistance in resolving his account issues. Customer exceptionally hard of hearing and she wrote him a letter explaining the position of his account up to date.He was calling back today to thank her for taking the trouble to write a nice letter to him!

Well done Peter!From: Wxxxx, Rxxxxx Sent: 17 June 2010 18:04 To: Slxxxx, Lxxxxxx Cc: Dxxxxx, Pxxxx Subject: Customer Thanks Lynsay Peter was dealing with a complaint for Mrs Dexxxx (xxxxxxxxxxx). Customer wanted her thanks passed on for Peter taking the time to resolve her issue and correct the account. She was particularly pleased as previous experience when calling in were not very good. Thanks Rxxxxx Wxxxx Cxxxxxxx Cxxx - Dxxxxxxx Cxxxxx xxx xxxx (ext xxxx)

From: Joxxxx, Sixx Sent: 16 June 2010 16:26 To: Burgess, Lee-AnneSubject: RE: complaint Good Afternoon Lee-Anne, I would like to say Thank you for taking on this account and dealing with it as below shows so effectively and efficiently! Your email is Excellent and I have also nominated you in the Star Awards, You deserve to be recognised for your hard work and effort you have put into this account which I only sent you yesterday, and you have already got back to the customer today with what we all agree a top notch explanation to the customer. I would just like to take this opportunity to say Thank you once again!!Thank you Sxx Joxxxx

1 June 2010Dear Sir/MadamRe: Former Account No. xxxxxxxxxxxSeveral months ago now i switched from your firm as my electricity provider to Southern Electric, following a cold canvas call from one of their representatives. This was primarily motivated by my Direct Debit payments escalating to an extraordinary £xxx p.m. towards the end of last year, even though i only live in a modest two bedroom flat. However, having initially been lured by a much lower monthly payment, Southern Electric also increased the DD in line with a revised estimated electricity use. It was at this stage that we identified a faulty dual meter that had not been recording the Economy x rate for a considerable time. The Southern Electric customer service agent put in place replacement of the meter, informed me that my charges to them would be revised but, significantly, she took the trouble to contact her equivalent agent with Scottish Power to share with her my predicament - a colleague, she said, who complemented her professional commitment to giving good customer service. 1 am now writing, a little belatedly, to thank your Lynn Graham for the conscientious and committed manner in which she pursued obtaining my refund for over-payment dating back over a year. I wish to formally express my appreciation for her efforts, which included leaving messages to confirm the reimbursement; most impressive, particularly given that I had subsequently switched providers. In this era of excessive complaints and litigation I am delighted to record on behalf of Scottish Power a heartening positive experience from a utility company.Thank you.Dxxxx Exxxx

From: Anna Mccxxxxxx [mailto:a.mcxxxx@xxxxxxxx.com] Sent: Sun 13/06/2010 13:52 To: Customer Service DirectorSubject: A/C xxxx xxx 017 Dear Sir Further to my e-mail of 20/04/10 I feel I must write to highlight how helpful your staff have been and are being in trying to resolve the problem outlined in that e-mail. To date nothing untoward seems to have caused the massive jump in the electricity usage recorded from the beginning of the year until about the 30th of May since when more normal readings have been recorded. We will, of course, be keeping regular checks on the meter readings but I wish to place on record our appreciation of the efforts of your staff. Originally we had trouble convincing your first point of contact (a call centre perhaps?) that the problem was not our new television set and that there was something seriously wrong. However since your receipt of the e-mail of 20th May your people have been superb, in particular Sandra Greenwood, Alan Robertson and John Marshall and the two lads (whose names I cant remember) who installed and removed the test meter. In the past I have been the first to criticise Scottish Power when I thought matters were not right and have often considered moving to another supplier (particularly when friends related what appeared to be better deals) but can assure that for the foreseeable future we will happy to remain with Scottish Power. I understand that our recent statement is to be revised and look forward to receiving it in due course. Once again many thanks to your staff. Yours truly Anxx and Andxxx Mcxxxxx

From: Anna Mccxxxxxx [mailto:a.mcxxxx@xxxxxxxx.com] Sent: Sun 13/06/2010 13:52 To: Customer Service DirectorSubject: A/C xxxx xxx 017 Dear Sir Further to my e-mail of 20/04/10 I feel I must write to highlight how helpful your staff have been and are being in trying to resolve the problem outlined in that e-mail. To date nothing untoward seems to have caused the massive jump in the electricity usage recorded from the beginning of the year until about the 30th of May since when more normal readings have been recorded. We will, of course, be keeping regular checks on the meter readings but I wish to place on record our appreciation of the efforts of your staff. Originally we had trouble convincing your first point of contact (a call centre perhaps?) that the problem was not our new television set and that there was something seriously wrong. However since your receipt of the e-mail of 20th May your people have been superb, in particular Sandra Greenwood, Alan Robertson and John Marshall and the two lads (whose names I cant remember) who installed and removed the test meter. In the past I have been the first to criticise Scottish Power when I thought matters were not right and have often considered moving to another supplier (particularly when friends related what appeared to be better deals) but can assure that for the foreseeable future we will happy to remain with Scottish Power. I understand that our recent statement is to be revised and look forward to receiving it in due course. Once again many thanks to your staff. Yours truly Anxx and Andxxx Mcxxxxx

Dear Stewart,my gas reading today is- xxxxxxxx. Regards and thankyou very much for your help.Your company should be proud of you. Brenda Fearon.

Dear Mr Black, Can I thank you for your great help. It is so nice to be in credit, especially after such a harsh winter. I thank you for your suggestion and look forward to a reduction in the electricity direct debit from July. We may be tempted to increase come the winter. But you never4 know Manweb may offer us such a deal we could keep it at £xxx Hope the weather is good in Scotland. Beautifuly day here today after the rain yesterday, which our garden most certainly needed. Thank you once again for you kindness. Sincerely. Alan Eaxxxxxxxx

Dear RyanFirstly thank you so much for your reply. I was becoming extremely frustrated with the responses before yours. I think it is all to easy for companies not to read what the customer is saying and to try to fob them off to phone a contact centre. I get it all the time. It was obvious from your reply that you had really taken on board what i had written and you showed real empathy. THANK YOU!!!You are a real credit to your company!! and in a few months time, when i am feeling better, I will certainly consider switching back to Scottish Power based on how you have helped me.Thank you again for all your helpCustomer

Rachel, I finally got around to testing this after you reset my account. Its difficult to know for sure whether it has worked, as in order to do so I need to enter readings and pay, which I am not scheduled to do. However I went as far as I could and I certainly did not encounter any of the blank screen issues I had before. There was still a script error on the page occasionally. I suggest that we park/resolve this issue for now and Ill report back if I have problems again the next time I come to enter readings and pay.Many thanks for your excellent service and being willing to take some action. So often complaints as complex as this are dismissed. I am grateful.

I Mr. Kebba Touray hereby nominating Mr. John Mcluskey for his professional customer service he has offered to me and for given me the courage to have trust in scottish power. I was a customer of scottish power when i use to live at 34 church street, connah's quay,deeside, CH 5 4AG. After moving out of this address and calling scottish power to inform them that i no longer live at the address in December 2009, i did receive a letter from scottish power saying i should pay back 400 pounds even after my meter was a pay as you go one. and again i receive a call from a call center person who was really rude to me, then immediately i make a call to Scottish power myself but still no help for days. suddenly one day the above named gentle man call me and talk to me in the most respectful manner and even boast my confident assuring me by calling everyday to inform me the progress of my case. in that regard, i sincerely nominate him as the best of the best in the whole wide world. this are the type of people who respect, honor and show good manners to their customers. am saying thank you so so much for your service john mcluskey. respect and loads of blessing to you. salute x x x

I would just like to thank you for resolving this matter for me, and for your voicemail updates along the way. Although I was displeased at the way Scottish Power conducted itself in regards to my account, your prompt, attentive and thorough response has surpassed the levels of customer service that I have previously received from any energy provider, and gone some way to restoring my faith in your company.

I would like to nominate Mr Dunipace for his fast response which was both informative and corretcive.

I'd like to recommend Ms. Leeanne Burgess for her excellent customer service skills, professionalism, patience and effectiveness in resolving problems. She was calm and courteous, paid attention to what the customer's problem was, took ownership of the case and was pro-active in her approach to resolving the customer's problem, (rather than passing the bucket to 'other person/other department like some other staff). Frankly, I was already very annoyed with Scottish Power, by the time I got to her (after speaking to 2 other staff members from Scottish Power earlier. They were very rude, with couldnt-care-less attitudes) and I was starting to seriously doubt my decision to switch to Scottish Power. But the professional and effective way Ms. Leeanne Burgess handled my case, defused my annoyance and restored my faith in Scottish Power. As of now, I have decided to give Scottish Power a chance. I hope there would be more staff like Ms. Leeanne Burgess, who brings a shine to Scottish Power. It is the crucial frontline staff like her, who make a real difference to the customer's total experience and greatly influence the customer's perception of the brand. Like I said, I decided to give Scottish Power a chance, mainly because I was very impressed by how she has handled my case. I figure, Scottish Power can't be that bad, if there are still people like her. So Kudos, Ms. Leeanne Burgess, for your excellent work!

As far as I am concerned Margaret went well above the service levels that we had expected and in such a short time put our minds to rest and finally put an end to our worries. She is an example to your company and perhaps you should consider using Margaret as an example of how fine customer service should be put into action. Thank you once again to Margaret for a sterling job.

I would like to say thank you very much for your professional handling of my case. I have found you have been very helpful and have responded quickly and efficiently each time. You have listened and helped I feel to the best of your capacity and I really do appreciate how you have helped me. Your a credit to the Scottish Power Team. You have restored my confidence in Scottish Power.

Thank you for your helpful, intelligent and understanding handling of my dispute. Your boss certainly chooses his staff well. In the words of Miss Brodie "Crème de la Crème".

I find it a pleasure to express how impressed I am with the service offered by Lucie Webb. I found her polite, prompt and willing to listen. She dealt with my concerns in minutes and was impressive her quick grasp of fact and reaching resolution. When I first spoke to her I was a very angry and distressed customer. Lucie managed to change that in such a professional manner, that I am now a life long customer of Scottish Power. I am also happy to suggest your company to any and all who are looking for great service and a fair deal.

It is almost unheard of these days for someone to offer the degree of service that we have received from you. You have been polite and prompt in every respect and seem to have resolved the problem with the minimum of fuss and with the utmost efficiency. You are to be congratulated.

I would like to nominate Lindsay George for the helpful and caring way that she helped my wife and I by changing our initial account as set up by a Scottish Power doorstep sales person to a more affordable one designed to assist pensioners who have been struggling with the price of utilties of late. I was expecting the usual "We'll look into it for you" but she has come up trumps for us and saved us a lot of worry. If this is the sort of service to expected from Scottish Power then you will be assured of our custom for the foreseeable future. Well done Lindsay and well done Scottish Power! Mr. & Mrs Ward .

I had a serious problem relating to an incorrect entry on the Equifax registry which could have resulted in a severe credit problem. Margaret was helpful in the extreme and resolved the problem without fuss. Throughout the process she was helpful and without fail, returned calls and emails immediately and gave me confidence. It is usual to complain when things go wrong but unusual to praise when such excellent service is given. I have no hesitation in nominating Margaret Doyle for the highest award your organisation can confer