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. Please note our team will acknowledge your case within 5 working days.

How to raise a complaint

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

You can contact us via: 

• Phone 

+44 (0)20 8396 6848

• Via Email

Support@limejump.com 

• Via Limejump Portal

You can also contact us on your customer portal, https://portal.limejump.com/  – Click on “contact us” to send an email to one of our agents

• Via post

Please write any correspondence to us at:

Limejump – Complaints

Shell Centre

London

SE1 7NA

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 get in contact 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:

• Initiating an investigation into your complaint and reviewing all available information
• Provide an investigation timeframe
• Provide next steps or request additional time to allow us to complete our investigation and resolution

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: 

• Review all correspondence and available information.
• In some cases, arrange a telephone or video call to discuss.
• Provide clear actions taken to resolve your complaint or an instant resolution proposal.
• Where required, request an extension to our original set resolution.

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.

Our complaints performance

We aim to make sure that we handle all complaints fairly and efficiently and we will always handle your complaint confidentially.  We are committed to continually improve the service we provide and to learn from any feedback we receive.  Our complaints performance can be reviewed here.