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Citizens Advice responds to Co-operative Energy paying £1.8m for customer service failings

27 October 2016

Co-operative Energy has agreed to pay £1.8 million to its customers because it let them down in resolving complaints, call handling and billing processes.

Co-operative Energy worked with Ofgem to resolve these problems after Citizens Advice raised concerns about rising numbers of customer complaints, following the introduction of a new billing system in March 2015.  

Gillian Guy, Chief Executive of Citizens Advice, said:

“Co-operative Energy put its customers through an avoidable ordeal.

“The firm’s customers received inadequate customer service and were landed with late or incorrect bills because the supplier changed its billing system.

“It is good news that Co-operative Energy have taken our concerns on board and been working with Ofgem to compensate affected customers, as well as minimise these issues going forward.

“Problems caused for customers by an energy supplier overhauling its billing system are now all too familiar. It is unacceptable that energy suppliers have been unable to bill people for the gas and electricity they used.

“Energy suppliers must start learning lessons from these billing system problems so that more people do not have to go through the same problems unnecessarily.”

Citizens Advice raised concerns about Co-operative Energy with Ofgem based on problems reported to the Citizens Advice consumer service and the Extra Help Unit.

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Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit citizensadvice.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.