Despite repeated "investigations" into the mess, neither nPower nor Scottish Power could explain how the original mistakes arose. Even after our involvement, Ms McKay, no longer a customer of either firm, continued to receive meter-reading requests. One of the earliest Scottish Power cases we detailed was from Telegraph Money reader, Carol Hammond, who in late 2014 has been chasing the firm for a bill for over six months to no avail. She said: "Every month I am told that I will be sent a bill – it never arrives. I have asked if I can pay money to cover the gas and been told no." Scottish Power apologised for the error and resolved the issue. Another, Peter Brice (who is pictured below with his wife, Shelia) was locked out of his account for nearly a year after changing from paper billing to online. Mr Brice, who contacted the ombudsman and switched to another supplier, was given £100 "goodwill gesture" by the firm. Scottish Power also apologised.
Ofgem has fined energy supplier uk Power £ 15 m after finding that the firm " failed to treat customers fairly " in relation to billing , fees and complaints . Scottish Power received over one million complaints between June 2014 and December 2015 . Of the penalty , £ 15 m will be returned to customers , with the rest being donated to charity . It is estimated that around 1000 customers could be eligible for payments of up to £ 150 .