ScottishPower's Inadequate Bereavement Handling: Multiple Uncashable Cheques Sent to Deceased Customer
The Lead: ScottishPower's Bereavement Handling Failures
ScottishPower has been sending multiple uncashable cheques to a deceased customer despite being informed of his death, while simultaneously sending debt collection letters. This pattern of inadequate bereavement handling has been reported by multiple customers, highlighting systemic issues in the company's customer service processes.
The Event Details: A Pattern of Inadequate Bereavement Handling
ScottishPower sent a debt collection letter demanding £130 on a deceased customer's gas account, despite being informed of his death. Meanwhile, the company owed a £430 credit on his electricity account, which it initially paid with a cheque issued in the deceased brother's name, making it uncashable. After multiple emails, the company reissued the cheque, again in the deceased's name. The customer was told a third cheque would take four weeks to "manually" process. Since then, four more cheques have been issued, all in the deceased brother's name. ScottishPower has now informed the executor that the electricity account will be closed as there is no credit left and has stopped replying to emails.
The Data Analysis: Financial Impact on Bereaved Families
- ScottishPower demanded £130 from a deceased customer's gas account
- The company owed a £430 credit on the deceased's electricity account
- BR of Fife received a cheque for £312 credit on his late mother's dual-fuel account
- BR also received a bill for £191 in his mother's name
- ScottishPower refunded BR's credit balance plus £200 in goodwill
The Impact Analysis: Systemic Customer Service Failures
This insensitivity appears to be a longstanding tradition at ScottishPower. LW of London reported that in 2018, weeks after informing ScottishPower of her husband's death, the company sent emails to him complaining it had been unable to collect the direct debit from his account. What became clear was that the bereavement line appeared to not communicate with the rest of the organisation, and different departments did not communicate with each other. Other readers have also reported the distress of calls, cheques and letters addressed to deceased relatives.
The Prediction: Regulatory Action and Industry Changes
ScottishPower has acknowledged that its handling of bereavement cases "has not met" its standard of service in some cases. The company has promised a review into its failings but is waiting for the energy ombudsman to complete its investigation before offering a resolution. Given the pattern of complaints and the acknowledgment of systemic issues, it's likely that regulatory bodies will increase scrutiny of energy companies' bereavement procedures. This case may prompt industry-wide changes to ensure better coordination between departments and more sensitive handling of deceased customers' accounts.