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.
At Online Direct, we pride ourselves on offering the very best customer service, but we understand that occasionally things may go wrong. And when they do, we want to hear from you so we can have an opportunity to put things right. Your feedback will also help us improve our processes and staff training.
Our complaints procedure
If you have any concerns with the service you received from Online Direct, please contact us. We will investigate for you and ensure that you have an outcome.
Raising your complaint
In the first instance, please get in touch with us by phone on 01604 641 363, Option 7.
When calling in, you’ll need to provide us with the following information:
• 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
Our Quality Assurance Team (QA) will investigate your concerns and aim to provide you with a resolution within 10 working days.
• If your concern is around an energy contract, we will record your complaint and issue you a unique reference number should you wish to contact us again. Sometimes, we may need to contact a third party (such as an energy supplier), and it may take us a little longer to get back to you. In such an instance, we will keep you updated with progress and an anticipated resolution date.
• If your complaint is regarding a supplier, this may not reflect Online Direct’s services. Depending on the circumstances, we may be able to raise a complaint on your behalf.
After the investigation is complete, we will send you a review of our decision. If you disagree with this decision, we will review it again (potentially with a third party), and again request that you allow up to 10 days for a response.
If after 8 weeks your complaint is not resolved, or if you choose to reject our decision, we will send you a deadlock letter. This letter confirms that you have dismissed our decision. Once you receive this letter, you are entitled to complain to the Ombudsman.
Raising a complaint with the Energy Ombudsman
Online Direct is a registered member of the Energy Ombudsman, a qualifying Ofgem Alternative Dispute Resolution scheme.
If you’re 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 eight weeks after you first reported it to us
• You have received a deadlock letter from us indicating that we cannot reach a resolution
The Energy Ombudsman’s services are impartial, and the 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
Our complaint process is available in full via email or free post on request.