Complaints procedure

Our objective is to provide, at all times, a high standard of service to our clients.

Our objective is to provide, at all times, a high standard of service to our clients.  However, we acknowledge that there may be times when issues arise.  We are committed to resolving these issues as quickly and efficiently as possible.

Initial Complaint:  If you wish to make a complaint to Power Direct Ltd you can contact us as follows:

By writing to:

Sinead Smith
Head of Operational Process
Power Direct Ltd
Kestrel Court
Waterwells Drive

By telephone on: 01452 347549, between the hours of 09.00 am and 17.00pm, Monday to Friday.

By email to:

You will initially be issued with a Case Number which you should quote in any further correspondence.

We will endeavour to deal with your complaint immediately. However, if we are unable to do so, we will write to you within five days and inform you who is dealing with the issue and when you can expect a response.

In some cases our investigations may take some time to conclude but we will keep you informed.  We will contact you as soon as our investigations are complete or, if we have been unable to resolve the issue within two weeks of receipt of your complaint, we will write to you to let you know.

If we are still unable to resolve the issue within eight weeks we will write to you again to either:

  • Advise you when we expect to be able to conclude our investigation
  • You will receive a ‘final response’ upon the conclusion of our investigation. This will advise you whether we have upheld or rejected your complaint, in whole or part.  If appropriate we may make an offer of redress.
  • Advise you of other means through which you might have your complaint considered.

If we believe that your complaint is the responsibility of a supplier we will pass your correspondence on to them and inform you of this in writing.  The supplier will assume responsibility for the complaint and we will provide you with the suppliers contact details.