Making a complaint

Customer Statement

Cooperative Energy are committed to providing excellent customer service and will do all we can to assist our customers in managing their account.

We recognise that sometimes things do go wrong. We have a Complaint Management Process to advise our customers what will happen if they have cause to complain. Our aim is to ensure we can help and manage our customers concerns in an efficient and timely manner.                       

If we have let you down...

Customer Complaint Management Process

Our telephone customer service advisors are trained to offer our customers the best experience and will do their utmost to help and assist the customer. Should they need to involve their manager they will do so to ensure the matter is resolved.

We aim to reply to written & web correspondence by 8pm the following working day after we receive the customer’s correspondence, however, more complex issues may take longer. We may have to contact other suppliers or external agencies to help resolve our customer’s complaint. In resolving the complaint we will offer our customer a full explanation and an apology.

A customer can raise a complaint by contacting us through the following methods:

  • Telephone
  • Email
  • Post
  • In person

To view our complaints management process in full, please click here.

Consumer help and advice

For free independent advice as an energy consumer, for example, getting a better deal, how to reduce your bills or to ask for help when experiencing difficulty paying your bills, Citizens Advice has produced a ‘Know your rights’ leaflet. The leaflet is also available in Welsh.

For information or advice please telephone the Citizens Advice consumer helpline

03454 04 05 06 Monday to Friday 9.00am – 5.00pm or visit the Citizen's Advice website

Textphone 18001 followed by 03454 04 05 06

Should you wish to discuss any queries with a Welsh-speaking adviser, please telephone 03454 04 05 05.

Other formats

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

Our Regulator

To find out more about our regulator please click here.

Our Complaints History

To find out more about our complaints history please click here.