Legal
Complaints procedure
We pride ourselves on offering the very best customer service. Occasionally things go wrong, and when they do, we want to hear from you so we have the opportunity to put things right. Your feedback also helps us improve our processes and training.
Our complaints procedure
If you have any concerns about the service you’ve received from directOS, please contact us. We will investigate and make sure you receive an outcome.
Raising your complaint
Please email us at hello@directos.energy and include the following:
• Your name and full business details (including telephone number and email address)
• A detailed account of your concerns
• The outcome you hope to achieve
Responding to your complaint
We will acknowledge your email, investigate your concerns and aim to provide a resolution within 10 working days.
• If your complaint relates to an energy contract, we will record it and issue you a unique reference number to use if you need to contact us again. Sometimes we may need to contact a third party, such as an energy supplier, which can take a little longer. If so, we will keep you updated on progress and give you an expected resolution date.
• If your complaint is about a supplier, it may not relate to directOS’s services. Depending on the circumstances, we may be able to raise a complaint on your behalf.
If your complaint is not resolved within 8 weeks, or if you reject our final decision, we will send you a deadlock letter confirming that we have been unable to reach an agreement. Once you receive this letter, you are entitled to take your complaint to the Energy Ombudsman.
Raising a complaint with the Energy Ombudsman
Once our investigation is complete, we will send you a written summary of our decision. If you disagree with it, we will review it again (possibly with a third party). Please allow up to a further 10 working days for this response.
directOS is a registered member of the Energy Ombudsman, a qualifying Ofgem Alternative Dispute Resolution scheme.
If you are a micro business or small business, you have the right to escalate your complaint to the Energy Ombudsman if either of the following applies:
• Your complaint remains unresolved 8 weeks after you first reported it to us.
• You have received a deadlock letter from us confirming that we cannot reach a resolution.
The Energy Ombudsman is impartial and its service is free.
Contacting the Energy Ombudsman
• Website: energyombudsman.org
• Email: enquiry@ombudsman-services.org
• Telephone: 0330 440 1624
• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
A full copy of our complaints procedure is available by email on request from hello@directos.energy