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. 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 customer service advisors are trained to offer you the best experience and will do their utmost to help and assist in any complaint you may have.

We aim to reply to complaints by 8pm the following working day after we receive the complaint, however, more complex issues may take longer. You can raise a complaint by:

  • Filling in our online form
  • Giving us a call on 0800 954 0693
  • By writing to us at The Co-operative Energy, Energy House, Athena Drive, Tachbrook  Park, Leamington Spa, CV34 6RQ
  • Or come in and see us at The Co-operative Energy, Energy House, Athena Drive, Tachbrook  Park, Leamington Spa, CV34 6RQ

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 Consumer Service 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 Consumer Service 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.