At SmartestEnergy, we are committed to providing outstanding customer service and always welcome your views and opinions on how we can improve upon our service standards. We recognise that we do not always get things right and if there is an issue with your account, or if you are unhappy with the level of service you have received from us, please let us know by using the procedure outlined in our 'Complaints Handling Procedure' document.
Throughout the procedure, potential remedies may include: An apology, an explanation, the taking of appropriate remedial action and /or the award of compensation in appropriate circumstances.
Important information about the Alternative Dispute Resolution (ADR) scheme
As you may be aware, the introduction of new regulations regarding microbusiness customers means there is a new requirement for suppliers to only work with TPIs, Brokers and Sub-Brokers who are signed up to the Alternative Dispute Resolution (ADR) scheme. This is a new scheme managed by Ombudsman Services whereby any TPI (including Aggregators and their Sub-Brokers) who service microbusinesses will need to register with the scheme by the 31st August 2022 to ensure the registration is active by the 1st December 2022. More information regarding the scheme can be found here.
We always aim to resolve complaints promptly and professionally and provide clear and honest information to our customers.
> To obtain a copy of the Procedure document in other formats, free of charge, please contact us