Complaints Procedure

At Pulse Direct, we aim to provide a professional and transparent service at all times. However, if you are unhappy with any aspect of our service, we want to hear from you so we can put things right as quickly as possible.

Pulse Direct is a trading name of EM Direct Ltd.

How to Contact Us

If you wish to make a complaint, please contact us using one of the following methods:

Phone: 0330 153 8795
Email: complaints@pulse-direct.co.uk
Post: Makbro Building, 3rd Floor, Vernon Street, Blackburn, BB2 2AX

Please include as much information as possible so we can investigate your concern effectively.

Our Commitment

We aim to handle all complaints:

Promptly
Fairly
Professionally

Where appropriate, a resolution may include:

An apology
A full explanation
Corrective action
Compensation where justified

Our Complaints Process

Step 1 – Raise Your Complaint

We will acknowledge your complaint within 5 working days of receipt.

Step 2 – Investigation

If the issue cannot be resolved immediately, we aim to investigate and respond within 7 working days.

We will review all relevant information and may contact you if further details are required.

Step 3 – Internal Review

If you are not satisfied with our response, you may request a further review of your complaint.

We will carry out an additional investigation and issue a final response within 4 weeks of receiving your review request.

Step 4 – Escalation

If we are unable to reach a resolution, or if your complaint reaches deadlock or remains unresolved after 8 weeks, eligible micro-business customers may refer the matter to the Energy Ombudsman, an independent and free dispute resolution service.

Energy Ombudsman
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

Alternative Dispute Resolution (ADR)

EM Direct Ltd, trading as Pulse Direct, is a member of the Energy Ombudsman Alternative Dispute Resolution (ADR) scheme.

ADR Provider: Energy Ombudsman
ADR Membership Number: C35EMDI01

If we are unable to resolve your complaint, eligible customers may refer the matter to the Energy Ombudsman for independent review.

For independent advice, you may also contact Citizens Advice on 0808 223 1133.

Regulatory Information

We handle complaints in line with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 and relevant Ofgem complaint handling requirements.