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 emailClick here

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. Please see below for useful links and email addresses;

@OmbudServices

www.ombudsman-services.org

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

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

 For information or advice telephone the Citizens Advice consumer helpline

03454 04 05 06.

To talk to a Welsh-speaking adviser please telephone 03454 04 05 05.

Or visit the Citizens Advice website.

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.

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.

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 get in touch with us here.  

You can obtain a copy of our complaints handling procedure by phoning us on 0800 9540693 or on 01926516152 or emailing your request to us here. 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

01/01/15– 31/03/15

01/04/15– 30/06/15

01/07/2015 - 30/09/2015

01/10/2015-31/12/2015

Number of complaints Received

1269

2573

5777

4618

Number of complaints received per 100,000 accounts

558

1044

1270

1069

Number of complaints resolved

898

1650

5486

4633

Number of complaints resolved per 100,000 accounts

382

664

1206

1072

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

49%

51%

34%

33%

Percentage of complaints resolved within eight weeks

98%

93%

90%

93%

*The quarterly data displayed for the periods up to 01/07/2015 is based upon customer numbers.  From 01/07/2015 the data is displayed based upon customer accounts

An archived PDF of our previous quarter can be downloaded here.