Prolonged Bureaucracy Adds to Grieving Mother's Distress
For months, my mother has endured increasing distress as she sought to have feed-in tariff payments credited to her account following my father's death.
When my father passed away last year, nearly all the companies we notified responded with kindness and empathy—except ScottishPower.
ScottishPower had been issuing feed-in tariff (Fit) payments for electricity generated by my parents' solar panels into my father's account. The panels were purchased jointly in 2011, and my mother is named on the certification and was ScottishPower’s primary contact. She expected a straightforward process to transfer payments to her bank account. However, this was far from simple.
Onerous Requirements and Lost Documentation
Over four months, my grieving 82-year-old mother faced a nightmarish bureaucratic ordeal, leading her to consider abandoning the effort and allowing ScottishPower to retain the funds. She was required to complete three burdensome forms verifying her residence and submit numerous documents, including, insensitively, a copy of the will. ScottishPower promptly lost these documents.
Subsequently, she received numerous emails requesting information she had already provided, often distressingly addressed to my late father.
Her own emails went unanswered, complaints were ignored, and customer service agents appeared unable to communicate internally. Staff showed no consideration for her age or bereavement. It is not an exaggeration to say that dealing with ScottishPower has deeply affected her.
Initial Media Contact and ScottishPower's Apology
Last September, you contacted me, a year after ScottishPower had sent a Fit payment to your late father’s account. By then, your mother was owed over £1,000.
Upon alerting ScottishPower’s press office to her unacceptable ordeal, the company promptly apologised. A spokesperson stated:
“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.”
Continued Errors and Miscommunications
Despite this contrition, the difficulties persisted. Another email was sent to your late father.
When you complained, ScottishPower finally acknowledged your loss but mistakenly offered condolences for your mother’s death.
In November, your mother finally received a year’s worth of Fit payments, though without the interest you had requested, and an offer of £75 in compensation, which you reasonably found insufficient.
Two weeks later, an agent called your mother asking to speak to her late husband and, after being informed of his death, followed up with an email addressed to him.
“Does ScottishPower know what ‘dead’ means?” you asked in despair. “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. It also means my father is no longer in a position to read emails or speak on the telephone.”
Further Delays and Compensation Disputes
Another month passed. ScottishPower repeatedly promised that interest on the late payments was being calculated, then abruptly announced no interest was payable, blaming your mother for delays it had previously apologised for. The compensation offer was increased to £150.
Last month, ScottishPower admitted it had wasted two months requesting unnecessary paperwork and delayed processing the necessary documents. It also acknowledged a two-month delay after being notified of your father’s death in May.
The company offered £300 in compensation, including interest payments, which your mother accepted.
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