Making a complaint

We’ll do our best to provide you with an efficient and friendly service, but sometimes we make mistakes. If you experience a problem or have a complaint – please let us know so we can work to quickly put things right for you.

We quickly deal with complaints in the following way:

Step One

Contact us using any of the following methods:

By emailinfo@cooperativeenergy.coop

By phone: 0800 954 0693 or 01926 516152

Our lines are open:

Monday to Friday: 8AM – 8PM
Saturday: 9AM – 4PM
Sunday: Closed

By post:            

Co-operative Energy
Warwick Technology Park
Warwick
CV34 6DA

We’ll try and put things right immediately, but please allow five working days for us to make all the necessary enquiries.

In person:

If you would like to meet in person with a Co-operative Energy colleague, please contact us via email or in writing to arrange an appointment:

Co-operative Energy
Warwick Technology Park
Warwick
CV34 6DA

Step Two

If we can’t resolve the problem or you remain unhappy with the outcome of your complaint, we will forward it to a Customer Service Manager who will conduct an independent review.

Step Three

If you are still not satisfied that your complaint has been resolved, then we will pass it to our specialist Customer Relations Team who will examine the case objectively and give you our final response.

Step Four

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

enquiries@energy-ombudsman.org.uk

www.energy-ombudsman.org.uk

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 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. To find out more about them visit here: www.consumerfutures.org.uk or you can 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

We take complaints very seriously. Co-operative Energy’s complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. This is available to see at www.opsi.gov.uk. In line with the OFGEM Complaint Handling Standards, Co-operative Energy annually publishes the number of complaints we receive and how many could not be resolved by the next working day. These numbers are published below.

Co-operative Energy Annual Consumer Complaints Handling Report 1 October 2012 to 30 September 2013

We continually strive to ensure the very best service to our customers. From time to time we recognise that we may get it wrong and a complaint may occur. We take complaints seriously and aim to deal with them quickly, fairly and in a way which satisfies our customers.

During the year from 1 October 2012 to 30 September 2013 we received 584 complaints from domestic customers that could not be resolved by the end of the next working day.

As a co-operative owned by our customers, our aim is to provide excellent service. We continue to work hard to address any customer issues and listen carefully to customer feedback. If you have any recommendations about our services please email info@cooperativeenergy.coop.

You can obtain a copy of our complaints handling procedure by phoning us on 0800 9540693 or on 01926516152 or emailing your request to info@cooperativeenergy.coop. If you would like a written copy of this annual report please get in touch.

Co-operative Energy’s complaint procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards’) Regulations 2008. A copy of these Regulations can be downloaded here. If you would like a hard copy of these regulations you can buy these from The Stationery Office (TSO). The TSO has an online bookshop here or by calling 0870 600 5522.

Quarter

01/04/14 – 30/06/14

01/07/14 – 30/09/14

01/10/14 – 12/12/14

01/01/15 – 31/03/15

Number of complaints Received

1813

1616

954

1269

Number of complaints received per 100,000 accounts

920

787

471

558

Number of complaints resolved

1412

1140

526

898

Number of complaints resolved per 100,000 accounts

716

542

267

382

Percentage of complaints resolved by the end of the next working day

51%

41%

35%

49%

Percentage of complaints resolved within eight weeks

99%

98%

99%

98%

Repeat complaints received per 100,000 accounts

113

69

25

27

Number of letters sent signposting the Ombudsman at 8 weeks

66

142

370

538

Number of deadlock letters issued

40

56

42

43

Number of cases taken up by the Ombudsman

62

97

88

81