I don't know anything about Scottish power but I used to work for a mobile company and if a customer turned up at the head office they had a phone line into a complaints team in the call centre. The reception team would connect them but no one came down to speak to them.
The main thing to consider is most head office buildings don't have customer service staff in them. Additionally the people in head office probably can't access customer accounts. They are there to manage different things for the company. |