We’re here to support you
At JLA, great service means being here for you every day, especially when something hasn’t gone as expected.
Your experience is important to us
Your feedback helps us strengthen our service and make it easier for you to work with us in the future.
Our Knowledge Hub and FAQs also provide guidance across our products and services.
We’ll take care of it.
Tell us what happened
Please complete the following form so our Care Team can understand your situation and provide the right support.
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How we handle concerns
We handle all enquiries with care and a commitment to understanding your experience.
Step one
Understanding your enquiry.
Step two
How we review your case.
Step three
A thorough investigation.
Step four
Providing a clear outcome.
Step five
Learning and development.
Most issues can be resolved quickly by our Customer Helpdesk. If your concern requires a more comprehensive review, your case will be passed to our Care Team.
When a matter meets the criteria for a formal Financial Conduct Authority (FCA) governed review, you will receive an acknowledgement and a case reference within two working days. This provides you with peace of mind that your case is being handled appropriately.
Our Care Team considers the full context of your situation including impact and any vulnerability or safety factors. We will work collaboratively with colleagues across JLA to ensure we have a full understanding of your specific situation.
We will keep in contact throughout the process, so you always know what to expect next.
Each case is reviewed objectively, and by collating all the relevant information, we can understand exactly what has happened. This, most importantly, allows us to see how we can best facilitate a resolution for you.
Most cases are resolved within 30 days. Around 80% of more complex cases are also concluded within this timeframe, although some may take longer depending on the level of investigation required.
Once the investigation is complete, you will receive a written response that explains:
- what we have concluded
- The actions we have taken
- Next steps, where relevant
- Strengthen our processes
- Prevent repeat issues
- Improve our systems and communication
- Enhance the experience for all customers
Advice and insights
If you’re seeking general guidance to help keep your organisation safe, compliant, efficient and operating smoothly, explore the free resources below.
Knowledge Hub
Whether it’s a simple question or an issue you need addressing quickly our team are here 24/7.
Energy SMART Hub
Whatever your business needs, we have a solution. Get advice from the experts today.
Blogs & Articles
Visit our informative blogs and articles for general industry advice, tips and updates.