Customers can access a wealth of information on many aspects of our business via our website and we also send out information with customer bills.

A key piece of information we provide customers with annually is the fuel mix we use in our electricity supply. This is available via our customer website: www.scottishpower.co.uk

Fuel mix (2009 - 2010)

Information on what to do in an emergency is provided to every customer on the back of the bill, via our website and in our Welcome Pack for new customers. We also provide information to customers on how to read a meter.

We issue energy efficiency advice to every customer at least once a year, via the billing cycle and we use energy efficiency messages in our marketing campaigns.

We provide energy efficiency advice on our website and offer a free phone energy efficiency advice line for both domestic and business customers. Energy efficiency advice includes home energy efficiency audits and advice on home insulation, grants and appliances. We also provide information about carbon monoxide poisoning.

Based on data from July to December 2010, the energy efficiency advice line handled an estimated 5,000 calls last year. In addition, we issued nearly 39,000 home energy efficiency audits.

Customer Privacy and Data Protection

We are committed to protecting our customers’ privacy and keeping their personal data secure and operate a Privacy Policy to ensure this is achieved.

During 2010, 114 complaints relating to customer privacy were received by official bodies. 104 came from the Telephone Preference Service and 1 from CPS global. No complaints were found to be justified.

The Information Commissioner received a further 9 complaints. Of these, 5 were unjustified, 3 were justified and 1 is on-going.

The company received 147 complaints relating to privacy directly from customers. Of these, 83 were found to be unjustified and 64 were justified.

No thefts or losses of customer data occurred during the year.