Direct-Energy Associates
Direct-Energy Associates

How to make a complaint?

We aim to provide a high level of customer service. In the unfortunate event that you are unhappy with the service we have provided and would like to make a complaint please get in touch.

  • By Phone: 01260 274 348
  • Email: info@direct-energy.co.uk
  • Write to: Customer Services Direct-Energy Associates Ltd - c/o Mitten Clarke Ltd, Festival Way, Festival Park, Stoke-On-Trent ST1 5SQ

How Direct-Energy Associates Ltd deal with your complaint

  • We will aim to handle all complaints as soon as we can.
  • We will try to resolve any issue at the time of your first call or contact.
  • We will respond in writing to all complaints with 10 days.

If we need more time to investigate the complaint in more detail, we will inform you and provide regular updates with the progress.

What if you are not happy with the resolution?

Your complaint can be escalated to the UIA (Utilities Intermediaries Association) which is a trade association to which Direct-Energy Associates Ltd has committed to the code of conduct.

  • Contact details are: Compliance Director, UIA, PO Box 355, Tunbridge Wells, TN2 9ED
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Fees

Direct-Energy work on a NO FEE, NO SHARE OF SAVINGS basis. We derive our income solely from commission payments provided by supplier unless agreed otherwise. But the real difference our customers feel is after the deal.

Direct-Energy is on-hand throughout the duration of your contract to attend to any issues that might arise, including your renewal at the end of your agreement. We believe in long-term relationships and gain your trust by becoming your outsourced utilities department.

Whether you're in the middle of a contract or due for renewal, Direct-Energy are here to offer friendly, professional advice. Just call us on 01260 274 348 · we’ll be happy to help.

Accredited by the UIA

Utilities Intermediaries Association

ADR number: 1627

Visit the UIA

Utilities Intermediaries Association