Efficiency Direct’s customer service standards and the way in which we conduct our business is pivotal to our overall ethos.
Infrequently there will be occurrences where things can go wrong so we take all such grievances very seriously.
If customers are unhappy with any of our sales, marketing or even the general level of service they have received, we will listen to your viewpoints and try to rectify the situation.
To initiate a complaint please email or call Efficiency Direct outlining your complaint and a member of the complaints team will be in contact to help resolve any issues you may have experienced.
We will review with your complaint as soon as possible and inform you of our expected timescales to investigate your complaint.
Ideally, we strive to deal with all complaints within 2 working days but in some instances this can take longer.
Where possible we will inform you of a proposed resolution in writing within 5 working days thereafter. Once a decision on your complaint has been reached, we will write to you (via letter or email) to confirm the outcome.
If after 7 working days your complaint remains unresolved or upon the resolution of your complaint you are still unhappy, Efficiency Direct will escalate it to the Managing Director to resolve.
If after 8 weeks your complaint is still unresolved, or you have received a deadlock letter from Efficiency Direct, then you can refer your case to the Ombudsman Services for an independent review, if:
For more information about energy procurement Complaints Procedures, and how Efficiency Direct’s can assist your business, please Contact us.
