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.                       

Making a complaint

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
  • Social Media

Stage 1 Resolve complaint at the first point of contact

When the customer contacts us by telephone with their cause for concern our customer services advisor will attempt to resolve matters with the customer whilst they are on the call. However, if it’s necessary the complaint will to be escalated to a manager or specialist team. We aim to agree a solution by 8 pm the following working day.

If our customer writes or completes the web template and submits to us their cause for concern we aim to resolve the problem by 8pm the following working day after we have received their letter/email/web template. We may attempt to contact our customer by telephone to complete and agree the resolution.

If we cannot complete the resolution fully by 8pm the following working day after their first contact we will aim to complete the resolution within 5 working days

Stage 2 Resolve within 10 working days of escalation from stage 1

If we have been unable to complete the resolution at stage 1, the complaint will be escalated to a manager who will take personal ownership aimed at completing resolution within the next 10 working days.

Stage 3 Escalated to the Customer Relations Team

If the complaint has not been resolved at the two previous stages and within the specified timescales or has not been resolved to our customers’ satisfaction, the matter will be raised to the Customer Relations Team who will undertake an independent internal review.  The aim will be to reach a resolution within the next 25 working days.

Stage 4 Ombudsman Services: Energy

If we have failed to provide a satisfactory response from the Customer Relations Team within the 25 working days or if 8 weeks have passed since the customer first registered their cause for concern/complaint, they have the option to contact Ombudsman Services: Energy.

Our customer may be referred back to us if they have not escalated their complaint through our formal complaints process set out in stages 1 to 3.

Ombudsman Services: Energy will undertake an independent investigation on our customer’s behalf. With resolving the complaint they may request us to make an apology and provide an explanation. We may also be requested to take remedial action and require us to award a level of compensation. The decision made by the Ombudsman services will be binding on our company, but not on the customer, the customer can seek further advice should they wish to.

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.  Further information on the role of the Energy Ombudsman can be found on the Ombudsman services website

How to contact the Ombudsman

Ombudsman Services contact details

Phone: 0330 440 1624

Fax: 0330 440 1625

Textphone: 0330 440 1600


Post: Ombudsman Services: Energy PO Box 966, Warrington, WA4 9DF

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

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 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.



01/01/2016– 31/03/2016

01/04/2016– 30/06/2016

01/07/2016– 30/09/2016

Number of complaints Received





Number of complaints received per 100,000 accounts





Number of complaints resolved





Number of complaints resolved per 100,000 accounts





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





Percentage of complaints resolved within eight weeks





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