Making a complaint

We’ll do our best to give you efficient and friendly service, but we might not always get it right. Please let us know if you have a problem or a complaint and we’ll work hard to put things right. Here’s how we deal with complaints:

Step one

Contact us using any of the following methods:

By phone

0800 954 0693

or 01926 516152

Mon – Fri      08:00 – 20:00

Sat  -            09:00 – 16:00

By post or in person

Co-operative Energy

Warwick Technology Park

Warwick

CV34 6DA

We’ll try to put things right straight away, but please allow us up to five working days to make all the necessary enquiries.

Step two

If you are still not happy, we will escalate to our Customer Service Manager for an independent review. We’ll let you know the outcome of that independent review within ten working days.

Step three

If you are still not satisfied that your complaint has been resolved satisfactorily, it will be escalated to our Customer Relations Department, who will examine the case objectively and give you our final response.

Step four

In the unlikely event that our handling of a complaint leaves you still feeling dissatisfied, or where we have been unable to resolve things within eight weeks, you have the right to contact the Energy Ombudsman as follows:

enquiries@energy-ombudsman.org.uk

www.energy-ombudsman.org.uk

Tel: 0330 440 1624 or 01925 530 263

Energy Ombudsman, PO Box 966, Warrington WA4 9DF

The Energy Ombudsman provides a free, independent service and will investigate our handling of your complaint. Any decisions made by the Ombudsman will be binding on Co-operative Energy.

Consumer help and advice

Consumer Futures provides free, independent and impartial advice about the energy supply industry. You can find out more from their website www.consumerfutures.org.uk or call them on 08454 04 05 06.

Other formats

If you need a copy of our complaints procedure in large print or audio, please call us on 0800 954 0693.

Our regulator

Co-operative Energy’s complaint procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, a copy of which is available from www.opsi.gov.uk. In line with the OFGEM Complaint Handling Standards, Co-operative Energy publishes annually for the year ending 30th September the number of complaints we receive that could not be resolved by the end of the following working day. The numbers are published here.

Quarter 1 April 2013 – 30 June 2013 1 July 2013 – 30 Sep 2013 1 Oct – 31 Dec 2013
No Complaints Received 486 304 518
No of complaints received per 100,000 accounts 362 211 105
No Complaints resolved 486 304 466
No of complaints resolved per 100,000 accounts 362 211 75
% complaints resolved by the end of the next working day 58% 65% 66%
% of complaints resolved within 8 weeks 100% 100% 89%
Repeat complaints received per 100,000 accounts 15 27 11
Number of letters sent signposting the Ombudsman at 8 weeks 12 11 25
Number of deadlock letters issued 0 0 8
Number of cases taken up by the Ombudsman 7 30 20