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; hence when something has gone wrong, we want to put it right as quickly as we can for you.

How to raise a complaint

We have three easy ways to get in touch with us to raise a complaint. Please note; our Customer Service Escalations will initially try to diagnose your complaint before referring to our complaints team.How you can contact us via : 

+44 (0)20 8396 6848 

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

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

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.

What happens next?

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

Not happy with the Customer Service Managers resolution?

If you have highlighted that the Customer Service manager has failed to resolve your complaint, we will automatically raise a review request with our Head of Account Management and Customer Service. 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, 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.