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 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 have received from OnlineDIRECT please contact us, we will investigate for you and ensure that you have an outcome.

In the first instance please contact us by Telephone: 01604 641 363, Option 1, Option 5

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 are hoping to achieve.

If your concern is around an energy contract, we will record your complaint and issue you with a unique reference number should you wish to contact us again. Our Quality Assurance Team will investigate your concerns and aim to provide you with a resolution within 10 working days. In some cases, we may need to contact a third party such as an energy supplier or an energy broker, 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.