Customer Complaints Process

Our commitment

Cope Energy is committed to providing a quality service and working in an open and accountable way that builds trust and respect. Listening and responding to feedback helps us improve our service and put mistakes right.

A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.

What you can expect

• Making a complaint will be as straightforward as possible.
• We will treat it as a clear expression of dissatisfaction that requires a response.
• We will deal with it promptly, politely and, where appropriate, confidentially.
• We will respond with an explanation, an apology where something has gone wrong, or information about the action taken.
• We will learn from complaints and use them to improve our service.

How to raise a complaint

What happens next

1. We acknowledge itWe will acknowledge your complaint within 24 hours of receipt.
2. We investigate itWe will try to resolve the matter straight away. If this is not possible, it will be referred to a Director.
3. We explain the outcomeOur response may include action to put something right, an apology or an explanation. We aim to resolve complaints about our service within two working days.
4. We confirm closureWhen the complaint has been resolved, we will provide written acknowledgement that it is closed.

Supplier-related complaints

If your complaint concerns a service provided by an energy supplier, we aim to help progress it on your behalf within 28 days and will keep you updated. Some suppliers may require the account holder to raise or progress the complaint directly.

Taking the complaint further

If we cannot resolve your complaint, we may issue a deadlock letter explaining the available next step. Where your complaint is eligible, you may be able to refer it to the Energy Ombudsman after receiving a deadlock letter or once it has remained unresolved for eight weeks.

The Energy Ombudsman provides a free and impartial dispute resolution service. Eligibility depends on the type of complaint and customer.