Our Standards of Conduct Treating Customers Fairly ScottishPower Treating Customers Fairly Page 2 of 6

Customers at the heart of what we do

For 30 years ScottishPower has been working hard in the best interests of our customers. We want to make sure that you feel your energy is in safe hands and that your expectations are always met. That’s why we seek feedback from our customers and listen to your needs so that we can continually improve the quality of service that we provide. We’re committed to offering fair deals and making your energy choices clear and simple. We’ll always give you access to a range of tariffs and offer the flexibility to move between them without incurring any exit fee. And we’ll also provide you with a range of tools so that you’re in control of your energy. We recognise our responsibility is much more than the supply of gas and electricity. We’re working on a better, greener future and playing our part to help reach net zero emissions by 2050. We only generate renewable electricity and we’re proud that all our domestic green tariffs are backed by 100% green electricity, made by our windfarms right here in the UK. From electric vehicle chargers, Help Beat Cancer tariffs to developing air source heat pumps and solar panels, we’re here to help you make smarter choices for your home and the planet. Our customers are, and always will be, at the very heart of everything we do. You’ll find more information about how we prioritise the fair treatment Andrew Ward, CEO UK Retail of our customers in our Standards of Conduct statement below.

Standards of Conduct

We are committed to our Standards of Conduct to ensure Provide a level of service to meet your needs and we are treating you fairly. This means that we will: where possible make managing your account easier Be fair, appropriate, professional, honest and We aim to provide a level of service which helps make transparent in every interaction we have with you things easier for you whether this is through energy efficiency advice, online account management, or We are committed to regularly reviewing and identifying offering you additional products or services which could opportunities for improving the service we provide to benefit you. you, our customers. We aim to do this by being open, honest and transparent in everything we do and ensure Any partners we work with are also required to uphold that every customer contact is handled in a professional our Standards of Conduct. Upholding our Standards of manner. We will regularly ask ourselves “If I were a Conduct means we are meeting your needs as a customer. customer, is this how I would want to be treated?” You have told us1 the values you want from Provide you with information that is accurate, ScottishPower are: simple, straightforward and right for you • Simple and easy to deal with We are committed to doing our best for our customers and • There when you need us making sure your account is suitable for your needs. We will always try to provide you with information and advice • Fair and socially responsible in a straightforward manner, free from jargon and make • Provide value for money your experience with us as simple as we possibly can.

1 ScottishPower undertakes qualitative and quantitative research through a variety of bespoke and tracking customer research studies as well as our online customer research panel. This includes seeking feedback on the needs of specific customer groups such as customers with different payment methods. ScottishPower Treating Customers Fairly Page 3 of 6

Simple and easy to deal with

We want to present your energy choices as clearly and simply This helps to give you more control over your energy account as possible. Where we think you could save money with and helps you to make sure you are on our best deal for you. ScottishPower we will tell you. To help with this, we need your It’s important that we are easy to deal with when you need us permission to contact you with better offers. Next time you call us most. We understand that bereavement can be a very difficult or visit your online account please update your marketing consent. time and we have a dedicated bereavement team who will do We also want to give you tools to manage your account in the all they can to be sensitive to your needs at this difficult time. way that best suits you. Most ScottishPower customers use our We also want to welcome our customers to a smarter energy online account service or our free app to manage their account. future. As well as supplying you with your energy, we want to This allows you to view your account balance and bills, enter make it easy for you too. Smart meters give you more control meter readings, manage your payments and view account activity. through real-time information on your In-Home display and It’s quick and easy to use and available 24/7. your smart meters will also send us your meter readings. To take advantage of these services all you need to do is register/ We are engaging customers in every step of the customer journey; login to your account online at scottishpower.co.uk/account/ how to book your appointment, how to prepare for your installation login, download our free app available at Google Play and on the and what to expect on the day. We also ensure our customers are App Store. aware of the benefits that can be expected from a smart meter, the If you are a new customer to ScottishPower, we offer tailored energy savings they can make and we will look to gain feedback communications and a personalised web page to track the on how the installation went. These communications are provided progress of your switch. This delivers a simple, personalised across various channels from web messages to letters and are switching process from day one. And if you decide to leave us, available in a variety of text and language formats. your web page allows you to also track the progress of your We aim to give our customers the best possible service but we switch to a new supplier. don’t always get it right. If we make a mistake, we want to help As well as this, you have the freedom to move between fix it and we’ll do our best to make sure you’re not out of pocket. ScottishPower tariffs as often as you like, without paying exit fees.

There when you need us

We know that our customers have busy lives and different back for up to a week in advance. You can also contact us via needs and preferences for engaging with us. That’s why we social media channels such as Facebook and Twitter, giving are developing our services so you can access your account you more flexibility if you need to get in touch. or contact us in a way that is best suited to you. We recognise that some customers may prefer to talk We have extended opening hours in all of our UK based to us face-to-face and this is why we have a UK wide team customer service contact centres making them among the of Community Liaison Officers who are able to visit you longest contact centre opening hours in the energy industry. in your home. You can contact us Monday to Friday 8.30am to 7pm, and For our boiler care customers, we have appointed qualified 8.30am to 1.30pm on Saturdays. Our contact numbers are engineers to carry out any necessary work if something goes free to phone from both landlines and mobiles and if our wrong2. This means you can have more peace of mind that phone lines are busy when you call us, you can book a free we are here for you when you need us. call back rather than waiting to speak to us. This service is also available via our website where you can arrange a free call

2 Full Boiler Cover and Care terms and conditions apply. Please visit scottishpower.co.uk/boilercare for terms and conditions. ScottishPower Treating Customers Fairly Page 4 of 6

Fair and socially responsible

Our commitment to doing the right thing for our customers At ScottishPower, our commitment to making a difference is demonstrated in the things we do. stretches beyond energy. Since the beginning of our relationship with Cancer Research UK in 2012, we’ve • We ensure that those who are eligible receive the Warm supported them in numerous ways – through employee Home Discount to help with their winter energy costs. fundraising, creating a Help Beat Cancer tariff and • We don’t disconnect our customers – we want to keep sponsorship of Race for Life and Stand Up To Cancer your lights on and your home warm. campaigns. With the help of our employees, customers • We will only contact you if we have permission from and suppliers, we’re delighted to say that together we have you to do so and we take the security of your data raised more than £30 million so far and we’re not stopping extremely seriously. there. In April 2021, we renewed our relationship with Cancer Research UK for a further 3 years and we will continue to help • We also maintain our Priority Services Register for generate funds for the charity through a range of activities. customers that need extra support. This offers a range of specialist services for no additional cost. Benefits include Our commitment to charitable work in the UK is reinforced alternative formats of your bill, password entry scheme, further by projects supported by the ScottishPower a dedicated helpline service and you can nominate another Foundation. The Foundation provides funding to registered person, such as a relative or friend, to help you manage charities and non-profit organisations for the purposes of: your energy. More information can be found at • the advancement of education scottishpower.co.uk/psr • the advancement of environmental protection • We have a dedicated Payment Care team trained to provide • the advancement of the arts, heritage, culture or science support to those customers struggling to pay their energy bills and we aim to handle each case with care and sensitivity. • the prevention or relief of poverty and the relief of those This helps us to provide a level of service to better meet these in need by reason of disability or other disadvantage customers’ needs. • the advancement of citizenship and community development • We work with third parties such as National Debtline And, as a leader in renewable energy with over 2,000MW which can provide additional support for customers of installed wind power capacity – enough to power over facing financial difficulties. This may include referral to our 1m homes – we are committed to delivering a cleaner ScottishPower Hardship Fund, which helps customers who energy future for you and your family. have difficulties paying their bill due to low income or other changes in financial circumstances. ScottishPower Treating Customers Fairly Page 5 of 6

Providing value for money

We aim to give customers value for money and security More information can be found at scottishpower.co.uk/ of service. We do this by providing a range of products and customer-services/bills-payments/refunds services at fair prices that are available for both new and We are part of the industry campaign “MyEnergyCredit”, existing customers. We don’t save our best deals for new which aims to reunite former customers with credit balances customers and we always put our own customers first. that have not been refunded to them. If you think you have We want to give you flexibility so our onlineDirect Debit an unclaimed credit balance with ScottishPower when you Manager tool allows you to change your monthly payments switched supplier or moved house, contact us and we will to better suit your needs. This puts you in more control investigate. and may help you to better understand how your payments More information can be found at scottishpower.co.uk/ relate to your energy consumption. If you don’t have an customer-services/bills-payments/refunds online account, you can register online or call us free and one of our agents will set this up for you. In order to help you use less energy, we provide energy efficiency advice atscottishpower.co.uk/energy-efficiency In addition, our refunds process allows customers with which also includes details of services and products that can available credit to request a refund, giving you full control help you reduce your energy usage. of your credit.

More information

Thank you for being a ScottishPower customer. As part of our aim to be fair, honest and transparent with our customers, we publish our Key Performance Results We will continue to work hard to provide the service and on our website. These include our Customer Satisfaction customer experience you expect from us. Performance and Customer Service Performance We believe it’s important that our customers understand statistics, to show you how we are performing against their rights. That’s why we’ve created a Commitments these standards. section on our website. Here you’ll find information on Have a look at our latest results at: our Customer Charters, our Standards of Service and scottishpower.co.uk/about-us/performance information about Your Rights as an energy customer. You can find all this information at: scottishpower.co.uk/about-us/commitments Tell us what you think

We want to keep you informed If you would like more information about We will continue to review and update our policies and the details in this leaflet, call our Customer commitments to treat our customers fairly, and publish Service team free on: 0800 027 0072. these on our website. If there is anything specific that affects you we will contact you directly. Lines open Monday to Friday 8.30am to 7pm, Saturday 8.30am to 1.30pm.

ScottishPower Customer Service 320 St Vincent Street, Glasgow, G2 5AD

scottishpower.co.uk