complaints procedure

Our aim is to give you excellent customer service, but we acknowledge that sometimes we might get it wrong. Please let us know as soon as you have a query so that we can work with you to put it right quickly.

Step 1 -

Contact your dedicated Customer Services Executive or Account Manager to let them know that you are not satisfied and discuss with them how we can resolve your query.

Step 2 -

If your query is not resolved please ask to speak to a Manager or email a detailed explanation and a member of the management team will contact you directly to discuss your complaint.

Step 3 -

If you are still not satisfied please contact the Vice President of Retail and explain in as much detail as possible the nature of your complaint. You can do this either via email, telephone or post.

You can use our contact details here as well as your direct SmartestEnergy contacts.