Social media community policy

We work hard to keep our social media communities open, positive and welcoming.

The Social Media team

Jordan, Catherine, Ian, Sophie and Scott make up Co-op’s Social Media team and we monitor Co-op’s social media 365 days a year between:

  • 8am to 9:15pm on weekdays
  • 10am to 6pm on weekends and bank holidays

Colleagues from our customer and client relations teams help us respond to your social media posts too. Together, we ensure you receive a response, where appropriate, as quickly as possible.

If you can’t reach us on social media, you can email us social@coop.co.uk.

Social Media Principles

We have a set of principles which we expect anyone engaging with us on social media to follow.

  • Be yourself, let your personality shine
  • Use sensibly, if you don’t want the world to know, don’t post
  • Respect everyone, play nice, be fair, assume best intentions
  • Protect yourself, privacy settings are there for a reason
  • Don’t swear (obviously)
  • Listen, sometimes the hardest thing to do

We keep these in mind when we’re responding to you and monitoring your posts, too.

Monitoring our social media communities

Here’s some guidance on what we expect from you and what we’ll do to keep our social communities open, positive and welcoming.

Be respectful

We welcome your opinions, both positive and negative, but we expect everyone to treat each other (including the Social Media team and other social responders) with respect.

Don’t share personal information

Don’t publicly share your own or other’s personal information. If you do we may ask you to remove it. Personal information can include, but isn’t limited to:

  • names
  • postal and email addresses
  • phone numbers
  • your work address or somebody else’s
  • a Co-op Legal Services case number
  • a Co-op Insurance policy number
  • a Co-op Electrical order number

We might ask you to share personal information, such as addresses, with us in private message (PM) or direct message (DM) but never in public. We will ensure your personal information is kept safe and only use it for the purpose you intended.

By sharing personal information with us on social media, you are also sharing this with the social media network you’re using. If you want more information about how they use this information, see their terms and conditions.

Asking Co-op Legal Services for legal advice or about a case

We are not able to provide specific legal advice on social media on behalf of Co-op Legal Services. We also won’t be able to discuss your case on social media and will instead connect you with a Legal Services colleague on email or telephone.

Asking Co-op Insurance about a policy or claim

We won’t be able to discuss detail of your policy or claim on social media and will instead connect you with a Co-op Insurance colleague on encrypted live web chat on our website or telephone.

We’ll remove unacceptable posts

We’re building open, positive and welcoming social communities and will block your account and/or remove any comment, image or video which:

  • feature images of children we believe have been shared without consent
  • is abusive or threatening
  • is offensive
  • incites hate
  • is unlawful (for example, they are defamatory, fraudulent or violate of intellectual property rights) are purposefully deceptive
  • features marketing or advertising or links to encourage traffic to websites

We will also look to remove posts if you post repetitively with the same point (even after we’ve made an effort to address your issues).

Where we’re unable to remove your posts or block your account from engaging with us, we may seek to flag your account as inappropriate to the relevant social media network.

If you’re a Co-op colleague, you can read more about our people policies and our social media policy too.

Co-op’s social media communities

Join us in the following social media communities:

Co-op

Co-op Food

Co-op Insurance

Co-op Funeralcare

Co-op Legal Services

Co-op colleagues and teams