[mdcurran]

I think there's a much deeper problem at Scottish Power than just IT systems. I spent close to a year trying to get them to fix an incorrect bill and nobody I talked to had any idea what to do (probably 6 or 7 people across various departments).

I know many others who have had similar problems with Scottish Power, and I'm sure there will be more testimonies in other comments.

The question on my mind is how does a company resolve such deep-rooted institutional failings?

[coldcode]

Sounds to me more like Scottish Power is a scam run by the mob. Not entirely sure of the law in Scotland but I would publicize this theory and see if SP files a lawsuit which would open them to discovery.