Making a complaint

If we have let you down...

Our Customer Service Advisors are trained to offer you the best experience and will do their utmost to help and assist with any complaint you may have.

We aim to resolve customer complaints within 2 working days, however, more complex issues may take longer. You can raise a complaint by:

  • Completing in our online form
  • Giving us a call on 0800 954 0693 (Monday to Friday 8am – 8pm, Saturday (9am – 4pm) 
  • Writing to us at The Co-operative Energy, Energy House, Athena Drive, Tachbrook  Park, Leamington Spa, CV34 6RQ
  • 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.

You can also obtain a copy of this document by phoning us on 0800 9540693 or requesting it online here. This document is also available in other formats; large print, braille, or audio.  

Consumer help and advice

It’s easy to get free, independent and impartial advice so that you “know your rights” as an energy customer.  You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask to help if you’re struggling to pay your bills.

To “know your rights”, visit Citizens Advice for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.

To talk to a Welsh speaking adviser please telephone 03454 04 05 05 or visit the Citizens Advice website.

For free advice on ways to cut the amount of energy you are using, speak with our trained energy saving advisors on 0800 093 7537.

Our complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. A copy of these Regulations can be found 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.

Our Complaints History

Annual Complaint Reports

Quarterly Complaint Report