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 234100
Contact Address: SmartestEnergy, Grafton House, 15-17 Russell Road, Ipswich, Suffolk, IP1 2DE
Our full complaints procedure can be provided to you on request and can take a maximum of eight weeks to complete.
The process includes opportunities for the complaint to be escalated if required to Ramesh Kaur (Customer Service & Billing Manager) and James Graham (Vice President of Asset Optimisation).
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 and discuss the case. Ombudsman Services are a free of charge, independent dispute resolution service that may review the complaint case, providing you meet their acceptance criteria. 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. The quickest and most accessible way to raise a complaint is by visiting: www.ombudsman-services.org/complain-now. Additionally, Citizens Advice may also be able to assist you with information on any potential next steps. You can find their contact information here: www.citizensadvice.org.uk