Making a complaint

We understand how frustrating it can be to receive a service that does not meet expectations. Our customer experience is at the heart of what we do; so, when something has gone wrong, we want to put it right as quickly as we can for you.

How to raise a complaint

There are three ways to get in touch with us to raise a complaint. 

You can contact us via: 

+44 (0)20 8396 6848

Support@limejump.com 

Live chat is available on your customer portal, https://portal.limejump.com/ – Click on “Chat with us” to talk to one of our agents.

The Support team is available:
Monday to Friday between 9am – 5pm (Not including bank holidays)

Please remember to give us relevant details, including your account name number, Site Name, MPAN, email and contact number when you do so that we can get back to you as quickly as possible.

Please note our Support Team will initially try to diagnose and resolve your complaint before referring to our complaints team. 

What happens next?

Where the Support Centre is unable to resolve your complaint, it is then referred to the Customer Success Manager who will escalate the review by:

Not happy with the Customer Success Manager’s resolution?

If you have highlighted that the Customer Success manager has failed to resolve your complaint to your satisfaction, we will automatically raise a review request with our Head of Operations. They will: 

Still unhappy with Limejump’s decision?

If you have received a final response and are not satisfied with the outcome, or it’s been more than eight weeks since your initial complaint with no response, you may refer your complaint for independent review to the Energy Ombudsman Services through this link.
This service is free of charge, subject to meeting the Ombudsman’s applicability criteria.

Modern Slavery Statement

View our Modern Slavery Statement here.