Making a complaint

Step one

Contact us using any of the following methods:

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 General Manager, 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 Focus provides free, independent and impartial advice about the energy supply industry. You can find out more from their website www.consumerfocus.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 30^th 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.