Complaints Handling Procedure

At JK Commercial Savings Ltd, we are committed to providing an excellent level of service to all our clients. If something goes wrong, we want to hear about it so we can put things right and continuously improve.

This Complaints Procedure explains how you can make a complaint, what you can expect from us, and how you can escalate your complaint to the Energy Ombudsman if you remain dissatisfied.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using any of the methods below. Complaints may be made by phone, email, or in writing.

Email: [email protected]

Phone: 0191 7437732

Post:
JK Commercial Savings Ltd
The Clervaux Exchange Conference & Business Centre

Clervaux Terrace

Jarrow

United Kingdom

NE32 5UP

Complaints are free to submit, and we will treat all clients with courtesy, fairness, and respect throughout the process.

2. What We Need From You

To help us investigate your complaint quickly, please provide:

Your name and contact details

Your business name (if applicable)

Details of the issue you are complaining about

Any supporting information (emails, dates, contract details, etc.)

3. Our Complaint Handling Process

Step 1 — Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it.

Step 2 — Investigation

A trained member of our team will review all relevant details and contact you if we need more information.
We aim to provide a full written response within 10 working days.

Step 3 — Resolution

We will explain the outcome of our investigation and, where appropriate, we may:

Apologise

Offer an explanation

Make a goodwill gesture

Propose corrective action

Offer compensation (where appropriate)

If you are satisfied with the outcome, the complaint will be closed.

4. If You Are Not Satisfied

If you remain unhappy after receiving our final response, or if 8 weeks have passed since you first complained and the matter is still unresolved, you have the right to escalate your complaint to the Energy Ombudsman.

This service is:

Independent

Impartial

Free to use for clients

The Energy Ombudsman will review your complaint and may require us to take action such as giving an apology, providing an explanation, taking practical steps, or offering financial compensation.

5. Contact Details for the Energy Ombudsman

Post:
Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF

Phone:
0330 440 1624

Email:
[email protected]

Website:
www.energyombudsman.org

6. Record Keeping

We keep a full record of:

The details of your complaint

When it was received

All correspondence

Actions taken

The final outcome

These records help us monitor performance and identify areas for improvement.

7. Our Commitment to Improvement

We value all feedback and use complaints as an opportunity to:

Improve our processes

Enhance customer experience

Ensure transparency and fairness in all interactions

Train staff and refine internal procedures

8. Accessibility

This Complaints Procedure:

Is available on our website

Can be emailed or posted to you free of charge upon request

Can be explained over the phone if needed