Cooperative Energy agrees to pay £1.8m - our response

by Communications Team | Oct 27, 2016

Today (27 October 2016), Co-operative Energy has agreed to pay £1.8m for poor customer service, as customers faced problems with account access and billing. Commenting on the announcement, Chief Ombudsman Lewis Shand Smith says:

"We've been working closely with Co-operative Energy to help them improve their customer service following the difficult introduction of their new IT system earlier this year. Some good progress has been made, but there is still a lot of work to do. 

"First and foremost an ombudsman is there to help individuals with their problems. We believe our productive working relationship with Co-operative Energy has seen us help them to compensate the customers affected by these issues, while challenging and encouraging them to improve customer service going forward.

“In the first six months of this year, we received 692 complaints about Co-operative Energy, 3% of the total for the energy sector. A significant proportion of their customers have experienced issues, and we’re committed to helping them get back in track following a series of IT glitches. 

“We encourage any consumer who has complained to Co-operative Energy but remains dissatisfied with their response, to contact Ombudsman Services: Energy – we’re here to help."


Published October 2016