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At Jordansworld we pride ourselves with availing high quality services to all our valued customers. In case you have any complaint, please do not hesitate to get in touch with us so that we may help to resolve the problem and improve our service. In cases where you experience any issues our main goal is to resolve them through, a simple four stage process.
1. Making contact
Please reach out to us through one of the channels listed below and include your phone number, business name, address, your name, and a detailed description of your complaint.
Address: 109 Bushfield Court, Orton Goldhay, Peterborough, England, PE2 5RJ
2. Acknowledgment
Any complaint that you may have will be dealt with in the shortest time possible, and acknowledgement received within 3 working days. Your complaint will be documented and you will be provided with a reference number for the follow up of on your complaints. You will also receive an acknowledgment letter by e-mail or post.
If your complaint is about, then you raise your complaint with us, the following we will handle internally. But if your concern is related to the supplier for example billing account services we shall direct you to the complaints department of your current supplier.
3. Investigations
If you have a complaint regarding a Third Party Intermediary (TPI), Jordansworld will forward it to the relevant TPI for investigation, along with all available presales call records. The investigation will adhere to the timeframe specified in your Service Level Agreement (SLA). Typically, this ranges from 3 to 7 days, depending on the TPI. We may request additional information from you to ensure a thorough analysis and an appropriate resolution.
To resolve your complaint more efficiently, you are encouraged to first contact the staff member you have been dealing with directly. If you prefer, you may also ask for the supervisor’s details and address your complaint to them instead. To assist with the process, please make a note of the names, dates, times, and methods of communication.
4. Outcome
After going through various checks, we will get back to you with our response, with consideration of your feelings well interpreted. We will also let you know whether or not any action has been taken on your complaint if the need arises. If you dissatisfied with our response and you have new evidence, you can contest the decision within 5 working days only. This response will be given our final decision after reviewing the comments; if applicable we will provide an updated response; otherwise the first reponse will be considered final. As for us, our target is to solve the problem to your advantage.
If you are not satisfied with the final response in the issue, we need to set the status in the situation as ‘deadlock’. Where you are stalemated or if no decision is made for 8 weeks, you are allowed to appeal to the Ombudsman of the sector (Ofgem) for his/her intervention. This may be done at anytime within 12 months of the deadlock or, the 8 week period of notice.
Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached
Energy Ombudsman is impartial and free to use
Energy Ombudsman can be contacted in the following way:
• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF
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