Complaints Policy

Although we do not anticipate any problems with our sales and account management, every customer has the right to make a complaint if you feel you are not entirely satisfied. In these circumstances, we we will take your issue or complaint very seriously.

We will do all we can to resolve your issue or complaint as soon as we can and in order to help us do so, please always contact us first. 

 

To contact Jellyfish Energy you may:

• Email us: complaints@jellyfish.energy
• Call us: 0345 222 3030
• Write to us: Complaints Dept, Jellyfish Energy, Baird House, Scotswood Rd, Newcastle, Tyne and Wear, NE4 7DF

Our office hours are between 9am and 6pm Monday to Friday. You can e-mail or write to us at any time.

What we will do in response to your complaint

You should contact one of our customer service team, using any of the methods listed above, and an adviser will try to resolve your complaint immediately.

In the event that we cannot resolve things straight away your complaint will be passed to a supervisor to investigate further. At this stage, you will be given a reference number and the supervisor will examine your complaint in detail, and hopefully aim to resolve matters within 24 hours.

However, some issues will be more complicated, for instance when we have to liaise with our agents or other parts of the industry, and it may not always be possible to resolve things within 24 hours. Nevertheless, our supervisor will seek to keep you informed during our investigation of your  complaint. Depending upon the complexity of the issue, our process can take 10 working days, but, in very extreme cases, this may take a maximum of 40 working days. In these cases, we will endeavour to keep you fully informed over the course of our investigation.

If your complaint cannot be resolved at this stage, and we still cannot agree a way forward, one of our Directors will be happy to re-examine your case.

 

If, after exploring every action we have taken and reviewing any correspondence between us, we cannot reach a mutually agreeable resolution with you, we will send you our Case Investigation Summary letter. This letter will summarise the issues and any remedial actions we may have proposed.

Complaint resolution

In the event that we find our performance may have fallen short of the required standard, we may offer you an apology, explanation or compensation in order to resolve your complaint appropriately. If necessary, we may review our systems and/or procedures to avoid a recurrence of the issue that led to the complaint.

We aim to resolve all complaints satisfactorily and we consider that a complaint is resolved when you agree this to be the case. Nevertheless, you can re-open a complaint by telling us and we will guide you to our complaints handling procedure on our website. We will provide you with a copy of the procedure, free of charge, if you cannot access the website.

If we cannot resolve your complaint, or have not done so within eight weeks of your initial contact, we will send you out our Case Investigation Summary letter, which will provide you with details of the independent redress scheme that is available to you.

Independent redress 

We are members of the Ombudsman Service, which provides a free, independent mechanism for resolving unresolved complaints. The Ombudsman’s conclusions are binding on us, but not on you. You can refer a complaint to the Ombudsman in the following circumstances:

• You first advised us of the complaint less than nine months earlier; and
• either we have notified you within the previous six months that we are unable to resolve your complaint to your satisfaction; or
• at least 8 weeks has elapsed since you first advised us of the complaint that remains unresolved.

Once a case is determined to be within the scope of the Ombudsman Service, evidence is gathered from the complainant and the company, and is considered by an investigating officer. A Provisional Conclusion is reached which is sent to both the complainant and the company. The parties can either accept the Provisional Conclusion or submit further representations. The Ombudsman will consider following the receipt of any further representations, all the material related to the case, and then issue the Final Decision. 

The Ombudsman will review the case details and determine an appropriate resolution, which we will be obliged to comply with.

 

You can contact the Ombudsman in the following ways: 

• Call: 0330 440 1624
• Write: Energy Ombudsman, PO Box 966, Warrington WA4 9DF
• Website: https://www.energyombudsman.org/

Reviewing the handling of your complaint 

We may use your comments to improve our services and avoid similar problems in the future.

We will seek to resolve your complaint as quickly and thoroughly as we can. However, if you are not satisfied with how we have handled your complaint, you can ask us to review our actions. We will undertake an internal review and provide you with the conclusions. As with your original complaint, if you are not happy with our conclusions, you are able to refer this matter to the redress scheme. 

If you have a problem, please contact us first and we will try to help you. If we cannot resolve your problem then you can contact Citizens Advice consumer service.

The Citizens Advice consumer service provides free and independent help and advice to small businesses on energy issues from contract issues to making a complaint or advice if you’re struggling to afford your bills.

Contact the Citizens Advice consumer service:

• Phone: 03454 04 05 06
• Website: www.citizensadvice.org.uk