Here at Jade’s Power4Business Limited we are passionate about giving our customers the highest level of service. We endeavour to treat all our clients with the upmost respect and courtesy. We are constantly looking at ways to improve our services, however, if for any reason you feel our services have not met your expectations and wish to make a complaint then our dedicated complaints team will be happy to hear from you.
Our complaints service is completely free to use. We promise to fully investigate any issues or concerns you may have and aim to rectify these promptly. This also helps us to improve our service in the future.
Step 1
A complaint may be made via email or telephone. Please provide as much detail as possible about the reasons for your complaint and the outcome you would like to see. We retain copies of all complaints received. Email –admin@jadespower4business.co.uk Telephone– 01253 272149
Step 2
Our dedicated complaints team will contact you either by email or telephone with our proposed resolution, within 10 working days of receiving the complaint. Sometimes we need to liaise with energy suppliers, so we may not be in a position to offer a resolution straight away, however, if this is the case we will still be in contact within the 10 working days to indicate when we will make further contact with you.Step 3
Once our complaints team have fully investigated your complaint, they will contact you outlining their decision. If we do not hear from you within a timescale of 10 days after issuing our final response, we will assume you are satisfied with the outcome. However, if you are not satisfied with our response, we may consider a further response if new evidence comes to light.Step 4
No later than eight weeks from receiving a complaint, we will send you a final response which adequately addresses the matter.Step 5
If you are still not happy with the outcome or it has not been resolved within 8 weeks from when you first raised it with us, or you have received a Deadlock letter from us (whichever is first), you can then take your complaint to the Broker Ombudsman.The Broker Ombudsman is there to help if you are a microbusiness customer. It is free to use their services, and they are totally independent –so they do not take sides, and make their decision based only on the information available.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington. WA4 9DF
Phone: 0330 440 1624 (Monday to Friday, 8am to 9pm, and Saturday, 9am to 1pm)
Email: enquiry@ombudsman-services.org
Website: www.energyombudsman.org