Scottish Power owes me £1,500

My previous address was unoccupied for five months after I moved out. I sent two printouts to Scottish Power about the final reading. It says I owe it a large sum when I am sure it is the other way around. DH, MANCHESTER

You are hard of hearing, which made things more difficult. Even after you had provided a photograph of the meter, the matter remained unresolved.

At first when I approached Scottish Power it acknowledged that it had misread your meter. It then refunded £1,206 and paid £100 for goodwill.

You challenged the figures and were assured they had been checked and were indeed correct. You sent me a clearer summary and with that I continued to talk to Scottish Power. With even further pushing it was established that the prices Scottish Power had billed you for from May 2014 for gas and electricity had been based on its standard tariff rather than the fixed one you were meant to have.

A further £260 was then refunded. You remained understandably uneasy given the inaccuracy of information given in the past. Now someone from Scottish Power has visited you and gone through the account. This, I understand, has put your mind at rest.