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

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

The process for lodging a complaint with us is detailed below for both Business Electricity and Power Purchase customers.  

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

  • For Business Electricity customers

    Step 1: Initial Contact

    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.

    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

    We strive to provide customers with the highest levels of service. In the unlikely event of your complaint not being resolved within ten working days, a transparent procedure is in place to help achieve a resolution. If this situation arises, this procedure can be provided to you on request.

    Step 2: After Our Transparent Procedure

    After the completion of our internal procedure, if you are still not fully satisfied, please contact Stephanie Ince, Head of I&C Supply Billing and Customer Services with a detailed explanation of the complaint:

    Phone: 01473 234151
    Email: stephanie-ince[at]smartestenergy.com

    Stephanie will contact you directly to further discuss your complaint.

    Step 3: After Step 2 Escalation

    If we still have not dealt with the complaint to your satisfaction, please contact Andy Cormie, Vice President of I&C Supply:

    Phone: 01473 234151
    Email: andy-cormie[at]smartestenergy.com

    We will then review the complaint and aim to reach a mutually acceptable agreement.

    Step 4:

    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.

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

  • For Power Purchase customers

    Step 1: Initial Contact

    Please contact your dedicated Customer Service 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.

    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

    We strive to provide customers with the highest levels of service. In the unlikely event of your complaint not being resolved within ten working days, a transparent procedure is in place to help achieve a resolution. If this situation arises, this procedure can be provided to you on request.

    Step 2: After Our Transparent Procedure

    After the completion of our internal procedure, if you are still not fully satisfied, please contact Carl McKee, Renewables Customer Service & Billing Manager with a detailed explanation of the complaint:

    Phone: 01473 234165
    Email: carl-mckee[at]smartestenergy.com

    Carl will contact you directly to further discuss your complaint.

    Step 3: After Step 2 Escalation

    If we still have not dealt with the complaint to your satisfaction, please contact Iain Robertson, Vice President of Renewables:

    Phone: 01473 234165
    Email: iain-robertson[at]smartestenergy.com

    We will then review the complaint and aim to reach a mutually acceptable agreement.

    Step 4:

    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.

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