Mr Erik Ribsskog Our ref: 551841

Flat 3
5 Leather Lane 24th June 2010
Liverpool
Merseyside
L2 2AE

Dear Mr Ribsskog

COMPLAINT ABOUT SCOTTISH POWER

Thank you for your email of the 24 May in which you wish me to consider the decision of the
Ombudsman as to how he proposes to treat your complaint against Scottish Power. You
contend that his decision to treat what you consider to be separate complaints under one
complaint reference to be wrong.

The Terms of Reference of the Energy Ombudsman Service guide what the Ombudsman can
and cannot do. Paragraph 8.3 states

The procedure for the conduct of an investigation will be such as the Ombudsman considers
appropriate in the particular circumstances of the case and may require such assistance of the
parties to the complaint (including in relation to access, information and submissions) as the
Ombudsman may consider reasonable and appropriate.

In your case the Ombudsman has determined that your complaint against Scottish Power is best
handled under one reference. This, as we have set out in our correspondence to you, does not
mean that any of the separate elements will be ignored. If, having received our provisional
conclusion (our preliminary report of our findings into your complaint), you consider that we have
not covered all the aspects of your complaint then you may challenge this by submitting further
representations.

Your complaint has now lapsed due to your failure to return the complaint form. If you still want
us to consider your complaint we will do so but only on the basis that we have set out. Please
contact us if you wish to proceed.

Yours sincerely

Richard Brown
Chief Operating Officer