At a glance complaints data Q4, Oct-Dec 2016
Co-operative Energy Limited
Figures shown are number
of complaints per 100,000
customer accounts
* These are actual
complaint figures
83.92 385*
Complaints
accepted
Total complaints
accepted
89.15 409*
Complaints
resolved
Total complaints
resolved
Complaints accepted
(Top complaint types)
Complaints resolved
(Top complaint types)
Average award
(Top complaint types)
Top three billing complaints
Billing
Billing
Billing
1 Balance query
65.39
71.50
£72
Transfer
Transfer
Transfer
6.98
6.76
£57
Payments
Customer service
Customer service
5.23
6.10
£63
Other**
Other**
6.32
4.80
Non-financial
14.39
Both
64.30
3 Bills not received
**We revised complaint types in August 2016 to provide more detailed
analysis; this has resulted in more categories so the "other" total is
larger than in previous quarters.
75%
Financial
0.65
2 Disputed gas or
electricity usage
No action
7.19
of awards with
a financial
element