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
Contact Address: SmartestEnergy, Grafton House, 15-17 Russell Road, Ipswich, Suffolk, IP1 2DE
Our full complaints handling procedure can take a maximum of eight weeks to complete and can be provided to you in writing on request. The process includes opportunities for the complaint to be escalated if required to Carl McKee (Head of Renewables Operations) and James Graham (Vice President of Smart Generation).
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. Ombudsman Services are a free of charge, independent dispute resolution service that may review the complaint case, providing you meet their acceptance criteria. The quickest and most accessible way to raise a complaint with the Ombudsman is by visiting: www.ombudsman-services.org/complain-now. Additionally, Citizens Advice and the Extra Help Unit (EHU) may also be able to assist you. You can contact them here: www.citizensadvice.org.uk and here www.ehu.org.uk
Any external reviews and escalations may result in an unchanged or new resolution. Please note that the outcome of any qualifying redress scheme process is binding upon the regulated provider but not upon the relevant consumer or any other category of complaint.