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:
Contact us using any of the following methods:
0800 954 0693
or 01926 516152
Mon – Fri 08:00 – 20:00
Sat - 09:00 – 16:00
By post or in person
Warwick Technology Park
We’ll try to put things right straight away, but please allow us up to five working days to make all the necessary enquiries.
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.
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.
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:
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.
If you need a copy of our complaints procedure in large print or audio, please call us on 0800 954 0693.
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|