Making a complaint
Our goal is to provide you with the very highest standards of customer service. In the unfortunate event that you’re unhappy with our service and would like to make a complaint, please get in touch with our customer services department.
By phone: 01467 460102
Email: roddie@jprenergy.co.uk
How we deal with your complaint
• We aim to handle all complaints as soon as we can.
• We’ll usually try to resolve any issues at the time of your first call or contact.
• We’re committed to responding in writing within 10 working days.
• We’ll make a record on your customer account of any conversations between us and how the issue has been resolved.
Making a complaint
Complaints by micro businesses;
In the event that you do wish to make a complaint, please contact our Customer Service Team at your earliest convenience.
Calling 01467 460102 (Monday to Friday 8am to 6.30pm, and Saturday 9am to 4pm);
Alternatively, send an email to roddie@jprenergy.co.uk
By sending a letter to JPR Energy, 15 Sunnyside View, Kintore. AB510SX
Our staff will always provide you with their name and job title. We aim to resolve the complaint at the time of the first contact where appropriate and possible. A record will be made on your account of any conversations and resolution reached. All complaints raised will be acknowledged in a timely manner. If we need to collect further information or make some investigations into the issues raised we will arrange any further contact. We will also endeavour to keep in touch regularly at agreed times to ensure you are informed as to the progress of the complaint. We endeavour to respond to you within 10 working days identifying necessary steps that we believe are required to take to resolve the complaint. This may include an explanation, apology, details of any actions we have taken to resolve the complaint and, if appropriate, we may offer a goodwill gesture.
Keeping in touch
Once your complaint is being managed by a member of our team we will aim to set contact dates and times with you to ensure you are always kept informed of the progress of your complaint, we aim to go no longer than 10 working days between contacts unless you agree otherwise with your complaint handler.
You can escalate complaint to Energy Ombudsman if we have not been able to resolve complaint directly with you or it has been more than eight weeks.
How can I get independent advice?
Free independent advice is also available from the Energy Ombudsman, once your complaint has reached or exceeded 56 days of age:
Website: ombudsman-services.org/energy
Phone: 0330 440 1624
Post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF