Co-op Power Complaints Procedure

We are committed to doing the right thing and providing good customer service but recognise we may not always get this right. If there is an issue with the level of service you receive from us, please let us know.  

We recommend you speak to your Account Manager in the first instance, however if you feel like your feedback requires escalation you can contact us via any of the below channels: 

By Phone: 0161 692 0085 

By Email: powercomplaints@coop.co.uk 

By Post: Dept. 513414 5th Floor, 1 Angel Square, Manchester, M60 0AG 

What will happen next? 

Where possible we will always try and resolve any query with you directly as they are raised. 

If we are unable to resolve your query informally, a complaint owner will acknowledge receipt of your complaint within five working days. 

We will investigate to fully understand what has happened – this will normally involve assigning a member of the senior management team to review the services we provided and talk to the people who assisted you 

The senior management team would use reasonable endeavours to formulate a specific action plan to resolve the complaint in conjunction with you, ensuring you stay fully updated on progress towards resolving the issue. You will receive a written reply to your complaint including suggestions for resolving the matter within 28 days of first acknowledgement.  

If your query is complex and requires longer than 28 days to resolve, we will write to you and let you know how our investigation is moving forward.  

In the unlikely event that we are unable to reach a resolution, we will escalate your complaint to our Head of Category, or if you are a microbusiness, you can contact the Energy Ombudsman or any other Qualifying Dispute Settlement Scheme (QDSS).

If you are not happy with any resolution that Co-op arrive at, and you are a micro-business, you can raise the complaint, no sooner than 8 weeks after the initial complaint, with an “Alternative Dispute Resolution” scheme commonly known as an ADR. Co-op Power are signed up to the Dispute Resolution Ombudsman, and the contact details are below.

Email: info@disputeresolutionombudsman.org

Tel: 0333 241 3209

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