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Co-op Energy scoop customer care award

Posted on 12 December 2017

We’ve won a top national award for customer care for the way we stepped in to look after customers of GB Energy when it failed late last year!

At a gala awards ceremony, hosted by Joanna Lumley, we were announced the winner and commended for the way we “bravely took on a high-risk project, providing a retainer of last resort for customers who had nowhere else to turn”.
In November last year, we were appointed by Ofgem to be the supplier of last resort after GB Energy collapsed. We strived to ensure that the 160,000 customers of GB Energy had consistency and continuity, to make sure that their energy supply was not interrupted as well as honouring their tariffs and credit balances.

David Heathfield, head of customer experience said: “Being a co-operative makes us different to other energy suppliers, and principles of fairness and looking after our customers and members are in our DNA.

“When we saw that GB Energy had failed, we did everything we could to ensure that its customers got the best deal possible for them, and received a seamless transition to their new supplier.

“From honouring GB Energy’s prices to ensure its customers got a fair deal financially, to sending regular communications explaining what was happening, our first priority was to ensure that no customers lost out as a result of their supplier’s failure.

“The next step was to improve the service and care that they had been receiving, which we did within weeks, so that thousands of customers were actually better off as a result of what happened, rather than worse.”

 

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