The letter, computer generated obviously, gave me a complaint reference number a seven digit number, so they must get a few!
The letter outlines a three stage process to resolve my complaint. The letter tells me that If the complaint cannot be dealt with immediately it will be passed to the Customer Care Team, where a dedicated member of this specialist team will resolve my query with 10 working days – keeping me fully informed of progress throughout.
In the unlikely event that I am not satisfied the Customer Service Director will review it personally. Apparently I can also contact the Ombudsman if I am not happy.
Well those of you who read my last blog will know that I escalated the call to the Customer Care Team on the day and they intervened to sort out the cock up created by the system.
So now the computer has generated yet more waste by sending me a letter.
I have no doubt that the performance indicators for both the call hander and the customer care team log a positive outcome to my complaint which I have no doubt will be closed within the 10 days set as a target.
A bonus may even hang on this! All of this is costing Scottish Power to fix, but it’s not helping me the bill payer – its all waste and pouring our money down the drain.
I cannot wait to see what the next letter says.