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 as you have a complaint so we can work with you to put it right quickly.

What to do if you have a complaint

Step 1:

If you are a Retail customer, to raise a complaint 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 normal contact details below:

Phone 01473 234151 or email customer-services[at]smartestenergy.com

If you are a Generation customer, to raise a complaint please contact your dedicated Generation 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 normal contact details below:

Phone 01473 234165 or email billing[at]smartestenergy.com

Step 2:

If you are still not fully satisfied with the resolution of your complaint please contact Stephanie Ince, Head of Billing and Customer Services:

Phone 01473 234100 or email stephanie-ince[at]smartestenergy.com with a detailed explanation of the complaint.

We will contact you directly to further discuss your complaint.

Step 3:

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

Phone 01473 234100 or 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 will review the complaint case if you are dissatisfied having followed our complaints procedure.

Dispute resolution

SmartestEnergy strives to provide customers with the highest levels of service. In the unlikely event of a dispute arising and not being settled within ten days, a transparent procedure is in place to help achieve a resolution.

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