ScottishPower has come under scrutiny after repeatedly sending refund cheques made out in the name of deceased customers, causing distress to grieving relatives trying to settle accounts. One London resident, who is the sole executor of her late brother’s estate, reported receiving six refund cheques addressed to her brother after informing the energy company of his death. Despite owing no debt, she was first sent a debt collection letter demanding £130 for the late brother’s gas account. Meanwhile, the company owed a £430 credit on his electricity account, which it attempted to repay with multiple cheques issued in her brother’s name—rendering them unusable. After numerous emails and delays, including a promise of a "manual" four-week processing wait for a corrected cheque, additional cheques were still sent to the deceased, and ScottishPower eventually closed the account, stating there was no credit left and ceasing communication.

Other customers have faced similar difficulties. A customer in Fife received conflicting communications regarding his late mother’s dual-fuel account: a £312 refund cheque made out to her, a simultaneous bill for £191, a letter confirming the account was clear, and a promise of a £60 refund that was never delivered. Correspondence from ScottishPower to this individual was often impersonal or incorrectly addressed, compounding the frustration.

This issue appears to be longstanding. In 2018, a London woman received billing emails addressed to her deceased husband weeks after she had notified ScottishPower of his passing. She stated that the company’s bereavement department seemed isolated from other divisions, resulting in poor internal communication and ongoing distressing contact.

Several other relatives have reported receiving calls, letters, and refund cheques addressed to deceased individuals. ScottishPower acknowledged that bereavement situations are "incredibly distressing" and emphasized its commitment to providing "care and understanding" to affected customers. The company admitted that in a small number of cases, its service fell short, including the instance involving the London executor where refund cheques were repeatedly issued in the name of the deceased.

While ScottishPower praised itself for eventually issuing the refund, it recognized that sending multiple unusable cheques did not meet its service standards. The company has pledged to review these failings and is awaiting the conclusion of an energy ombudsman investigation before offering final resolutions. It has also confirmed a review into the Fife customer’s experience and stated that it has refunded the credited balances plus an additional £200 in goodwill payments.

The repeated mistakes highlight ongoing challenges within ScottishPower’s handling of accounts related to deceased customers, underscoring calls for improved coordination and sensitivity in such cases.