Direct Switch Ltd is committed to providing the highest levels of service to all our customers. If you are in any way dissatisfied with our services or have any concerns, then please let us know as this will help us to continually improve our service to you. Direct Switch Ltd Operate as an aggregator therefore any complaints will be referred to the introducing TPI to assist with the checks so that an impartial decision can be made. Our aim is to ensure that any issues you may raise are properly addressed and appropriate actions are taken where necessary, as we thrive for customer excellence. Stage One – Raising a complaint
We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. In the event of a complaint, you should contact us immediately via one of the channels below. Please ensure you include your contact information, business name and address as well as an outline of your dispute. Phone: 02070691786 Email: complaint@directswitch.co.uk Online: www.directswitch.co.uk Please ensure you include your contact information, business name and address as well as an outline of your dispute.
StageTwo – Acknowledgement
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. The complaint will be logged, and we will provide you a reference number which you can quote to check on the status of a dispute. An acknowledgement letter will also be sent to you via email or post. If your complaint is related to the actions of a broker, we will handle this internally. Should your dispute be surrounding any supplier related issues, such as billing or account services, we will refer you to the complaints team for your incumbent supplier.
Stage Three – Investigations
For any TPI related disputes, we will refer the complaint to your introducing TPI who will then provide all presales calls in order for us to investigate the matter. We may, where applicable, request additional information or documentation from you, in order ensure all checks are thorough. Complaints should normally be directed to the member of staff with whom you have been dealing, in order to allow them help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them. We recommend noting the name of the person you spoke with and keep a log of the dates, times, and methods of communication.
Stage Four – Resolution
Once all checks are completed, we will contact you with details of our findings..We take a firm stance against miss-selling and misrepresentation.We will provide you with our findings and evidence to confirm that no further action will be taken as a result. If you disagree with this, the complaint will go to ‘deadlock’.
Stage Five – In the event of a deadlock A complaint will be moved to deadlock where you are not in agreement with our findings/resolution. In this case, you should wait the allocated time to refer to the Ombudsman for an impartial and independent free review of your dispute.
Stage Six – Contacting the Ombudsman
The Ombudsman Service will review your case for you. This is a completely free service, and they offer an independent and impartial review. You should only contact the Ombudsman in the event of the below. • The complaint has been raised and 8 weeks has passed without any resolution. • You have received a deadlock letter or email from us and have deemed this unreasonable. You can contact the Ombudsman via any of the routes below. Telephone: 0330 440 1624 Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF Email: enquiry@ombudsman-services.org Further information on the Ombudsman process can be found online at https://partners.ombudsman-services.org/our-services/our-process Dispute against any staff members We pride ourselves on offering the highest standards of service to our customers. In the unfortunate event that you are dissatisfied with a staff member or any complaint handler, you can direct your dispute to senior management via the below. We will conduct an impartial review of any concerns raised with a view to resolving matters as soon as possible.
Name: Imran Aslam
Email: imran@directswitch.co.uk
