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 Business Electricity (I&C) and Smart Generation customers.

Throughout this process, potential remedies may include: an apology, an explanation, the taking of appropriate remedial action and the award of compensation in appropriate circumstances.

To obtain a copy of our 'Complaints Handling Procedure', free of charge, please contact Customer Service here.

For meter and/or data related disputes, 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@smartestenergy.com

    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 Jane Hazell (Head of Supply Operations) and Louise Wapshare (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. 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.

  • For Smart Generation 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: smartgen-customerservices@smartestenergy.com

    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.