Our aim is to give you excellent customer service, but we acknowledge that sometimes we may get it wrong.

Please let us know as soon as you have a complaint so we can work with you to put it right quickly.

The process for raising a complaint with us is detailed below for both Business Electricity (I&C) and Power Purchase (Renewables) customers.

To obtain a copy of our Dispute Resolution clause in our Standard Terms & Conditions, please contact Customer Service here.

  • For Business Electricity (I&C) customers

    Step 1: Registering Your Complaint and Our Transparent Procedure

    Please contact your dedicated Business Electricity Customer Services Executive or Account Manager to let them know you are not satisfied and discuss with them how we can help to resolve the issue. They will then initiate our transparent complaints procedure to help achieve a resolution. If you have mislaid their contact details or do not have them to hand, we have provided our general contact details below:

    Phone: 01473 234151

    Email: customer-services[at]smartestenergy.com

    Our full complaints procedure can be provided to you on request and can take a maximum of eight weeks to complete. The process includes opportunities for the complaint to be escalated if required to Stephanie Ince (Head of Supply Operations) and Andy Cormie (Vice President of I&C Supply).

    Step 2: After Our Transparent Procedure

    In the unlikely event that we do not reach an agreement which you deem acceptable within eight weeks, the Energy Ombudsman “Ombudsman Services” may be able to assist you and discuss the case. Ombudsman Services are a free of charge, independent dispute resolution service that may review the complaint case if you are dissatisfied having followed our complaints procedure, providing you meet their acceptance criteria.

  • For Power Purchase (Renewables) customers

    Step 1: Registering Your Complaint and Our Transparent Procedure

    Please contact your dedicated Customer Services Executive or Business Development Manager to let them know you are not satisfied and discuss with them how we can help to resolve the issue. They will then initiate our transparent complaints procedure to help achieve a resolution. If you have mislaid their contact details or do not have them to hand, we have provided our general contact details below:

    Phone: 01473 234165

    Email: billing[at]smartestenergy.com

    Our full complaints procedure can be provided to you on request and can take a maximum of eight weeks to complete. The process includes opportunities for the complaint to be escalated if required to Carl McKee (Head of Renewables Operations) and Iain Robertson (Vice President of Renewables).

    Step 2: After Our Transparent Procedure

    In the unlikely event that we do not reach an agreement which you deem acceptable within eight weeks, the Energy Ombudsman “Ombudsman Services” may be able to assist you and discuss the case. Ombudsman Services are a free of charge, independent dispute resolution service that may review the complaint case if you are dissatisfied having followed our complaints procedure, providing you meet their acceptance criteria.