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 below and 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.

We always aim to resolve complaints promptly and professionally and provide clear and honest information to our customers.  

> View/download a full copy of our ‘Complaints Handling Procedure’

> To obtain a copy of the Procedure document in other formats, free of charge, please contact us

For meter and/or data related disputes, or anything else please contact +44 20 7448 0900

  • For Business customers (formerly Dual Energy)

    Step 1: Initial Contact

    Please contact your Business Customer Services Team 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 work towards a resolution.

    Phone: +44 1903 703400 (Monday to Friday, 8.30am - 5.00pm, local rates apply)

    Email: customerservices.businesss@smartestenergy.com

    Contact Address: SmartestEnergy Business Limited, Premium House, The Esplanade, Worthing BN11 2BJ

    Step 2: Escalation Process

    Our full complaints handling procedure can take a maximum of eight weeks to complete and can be provided to you in writing on request, free of charge. The procedure includes opportunities for the complaint to be escalated internally if required.

    Step 3: Agreement/Review 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. The Energy Ombudsman 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 Energy Ombudsman is by visiting: www.ombudsman-services.org/complain-now

    Additionally, the Citizens Advice Consumer Service may also be able to assist you if you require help with an energy problem (for example with your bills or meters, or if you’re struggling to pay for the energy you use). They are the official source of free and independent energy advice and support for micro businesses and vulnerable customers. Please visit: www.citizensadvice.org.uk/energy or call their consumer service on 0808 223 1133 (Welsh Speaking: 0808 223 1144), open Monday to Friday, 9am - 5pm.

    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 Industrial and Commercial customers

    Step 1: Initial Contact

    Please contact your I&C 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 work towards a resolution.

    Phone: +44 1473 234151 (Monday to Friday, 8.30am - 5.30pm, local rates apply)

    Email: customer-services@smartestenergy.com

    Contact Address: SmartestEnergy Limited, Grafton House, 15-17 Russell Road, Ipswich, Suffolk, IP1 2DE

    Step 2: Escalation Process

    Our full complaints handling procedure can take a maximum of eight weeks to complete and can be provided to you in writing on request, free of charge. The procedure includes opportunities for the complaint to be escalated internally if required.

    Step 3: Agreement/Review

    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. The Energy Ombudsman 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 Energy Ombudsman is by visiting: www.ombudsman-services.org/complain-now

    Additionally, the Citizens Advice Consumer Service may also be able to assist you if you require help with an energy problem (for example with your bills or meters, or if you’re struggling to pay for the energy you use). They are the official source of free and independent energy advice and support for micro businesses and vulnerable customers. Please visit: www.citizensadvice.org.uk/energy or call their consumer service on 0808 223 1133 (Welsh Speaking: 0808 223 1144), open Monday to Friday, 9am - 5pm.

    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: Initial Contact

    Please contact your 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 work towards a resolution.

    Phone: +44 1473 234165 (Monday to Friday, 8.30am - 5.30pm, local rates apply)

    Email: smartgen-customerservices@smartestenergy.com

    Contact Address: SmartestEnergy Limited, Grafton House, 15-17 Russell Road, Ipswich, Suffolk, IP1 2DE

    Step 2: Escalation Process

    Our full complaints handling procedure can take a maximum of eight weeks to complete and can be provided to you in writing on request, free of charge. The procedure includes opportunities for the complaint to be escalated internally if required.

    Step 3: Agreement/Review

    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. The Energy Ombudsman 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 Energy Ombudsman is by visiting: www.ombudsman-services.org/complain-now

    Additionally, the Citizens Advice Consumer Service may also be able to assist you if you require help with an energy problem (for example with your bills or meters, or if you’re struggling to pay for the energy you use). They are the official source of free and independent energy advice and support for micro businesses and vulnerable customers. Please visit: www.citizensadvice.org.uk/energy or call their consumer service on 0808 223 1133 (Welsh Speaking: 0808 223 1144), open Monday to Friday, 9am - 5pm.

    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.