Scottish Power has been called out by one of its customers for acknowledging Britain’s difficulty with rising energy costs and then adding on a bill if customers cannot make payments on time.

With energy costs spiking across the UK and millions struggling to pay their energy bills, an angry customer has voiced his concern regarding an additional payment added by Scottish Power.

The sudden modification in the energy company’s terms and conditions angered one client. With energy prices being higher than they have been in 40 years, the struggle for people to pay these sky-high prices energy companies are expecting is becoming more complex.

A reader detected a troubling alteration in his Scottish Power account’s terms and conditions. “Recent changes to the terms and conditions (T&Cs) of my Scottish Power account mean that I may be charged £5 if my payment does not go through.” When I received my most recent gas bill, I saw a new statement that read, “Important: if we are unable to collect a payment by the due date, a £5 administrative fee may be applied per our terms and conditions.”

This has never previously appeared on one of my bills. I know this is a new policy since, in the past, when my payments bounced, I was not charged a £5 “administrative fee.” My payment did not go through this month, so I must pay this additional amount. Given the current cost of living situation, I find this approach worrisome when many customers are struggling to pay their bills. The upcoming winter will see more increases in energy rates, increasing the likelihood that customers will experience missed or late payments.

I’d like to know why Scottish Power believes it’s acceptable to implement this policy at this time, and I’d like to call your readers’ attention to this ridiculous behaviour. This is not a good look, not least because, when Scottish Power’s chief executive, Keith Anderson, appeared before business, energy, and industrial strategy (BEIS) a few months ago, he expressed “massive concern” for people who would “really, really struggle” in the face of rising utility bills.

Scottish Power makes a statement

Scottish Power states that it implemented a new cost structure for retail customers’ accounts at the beginning of May, including fines for missing direct debit payments and late payment fees. It states that the fees the company previously bore brought it in line with other suppliers and represent the costs associated with collecting the debt.

Scottish Power stated, “Information on prospective fees is included in all collections letters so that consumers are aware of the consequences of delinquent bills and missing payments.” Paying on time or setting up a direct debit to manage payments throughout the year is the simplest method to prevent these potential fees. Any customer who has concerns about paying their account is encouraged to contact us as soon as possible.”

With the energy prices set to rise again in October, then in January, before going up again in April 2023, the pressure of finding the money to pay these bills is higher than ever. It is predicted that millions of UK households will move into fuel poverty this winter as households are struggling to make ends meet. Companies like Scottish Power have made millions in profit in just a few short months.

People are already struggling enough now, let alone when winter comes around. Unexplained or unwanted surcharges could cause massive problems for those who are already finding it difficult to pay for their gas and electricity, and almost half of Britain could be facing a cold winter this year.