Complaints Handling

At OnlineDIRECT we pride ourselves on offering the very best customer service. Occasionally things may go wrong, and if they do, we want to hear from you.

Introduction and Process


At OnlineDIRECT, we pride ourselves on offering the very best Customer Service. Occasionally things may go wrong, and if 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 what we do.


If you have any concerns with the service you received from OnlineDIRECT, please contact us. We will investigate for you and ensure that you have an outcome.


In the first instance, please get in touch with us by Telephone: 01604 641 363, Option 7


Please let us have your name and full business details, including your telephone number, email address and a detailed account of your concerns and the outcome you hope to achieve.


Our Quality Assurance Team 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. We will keep you updated with progress and an anticipated resolution date.


Please note that if your complaint is regarding a supplier, this may not reflect Online Directs 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 3rd party), so please allow up to 10 days.


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.


The Ombudsman


If you are a microbusiness, you are entitled to take your complaint to the Ombudsman should your complaint not be resolved either eight weeks after your complaint was first made to us or once you have received a deadlock letter from us.


The Ombudsman’s services are impartial, and the service is free.


The Ombudsman’s contact details:




Telephone: 0330 440 1624

Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Website: Find your provider and make a complaint


Our complaint process is available in full via email or free post on request.