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- Smart Energy Solutions Ltd
- Help and Support
- Complaints
Complaints and Disputes Resolution
If you need to report a problem, have a complaint about our service or want to escalate an issue. Below is the process.
Our Commitment
At Smart Energy Solutions, we’re committed to delivering exceptional customer service, but we acknowledge that there may be times when we fall short. Your feedback is invaluable in helping us improve. If you experience an issue with your account or are dissatisfied with the service you’ve received, we encourage you to share your concerns with us.
How to make a complaint
Below, we’ve outlined the straightforward steps for raising a complaint. For full details and further guidance, please see our Complaints Handling Procedure document.
Initial Contact
You’ll find full contact details in our Complaints Procedure document, or you can reach out directly to your Customer Service Executive. They’ll listen to your concerns, explore the best ways to resolve the issue, and guide you through our clear and transparent complaints process.
Escalation Process
Throughout our complaints process, we’ll make sure your concerns are reviewed thoroughly, with the option to escalate internally if necessary. While most issues are resolved much sooner, more complex cases may take up to eight weeks to ensure we deliver a fair and complete resolution
Resolution
We’re committed to making things right. At any stage of the process, your concerns may be resolved with a sincere apology, a clear explanation, corrective steps, or, where appropriate, fair compensation.
Ombudsman Services
- It's unlikely we won't reach an agreement within eight weeks, but as per our
- Complaints Handling Procedure, if you're unhappy you may be able to contact
- the Energy Ombudsman (Ombudsman Services) for further help
- You can find contact details in our Complaints Handling Procedure document.
Alternative Dispute Resolution (ADR) Scheme
There is a requirement for suppliers to only work with TPIs, Brokers and Sub-Brokers who are signed up to the Alternative Dispute Resolution (ADR) scheme, outlined in regulation published in 2022, relating to micro business and small business customers. This scheme, managed by Ombudsman Services states that any TPI (including Aggregators and their Sub-Brokers) who service micro businesses and small businesses, must have an active registration with the scheme.
Complaint
Handling Procedures
Switching Process
Paperwork:
Once w e sign a c ontract with you, w e will p repare the required documents.
Out of Contract:
We will then process y our application, get you out of contract from previous supplier.
In Contract:
We will apply for the switch of your supply to the new supplier.
The Switch:
Contract w ill be placed to new supplier and you will be moved. In the matter o f time you will r eceive a welcome pack from them.
Meter Reading:
Submit your meter reading to us or directly to your supplier and your billing will begin.
Successfully Completed:
Your transfer will be completed on the date given by the supplier, probably within few weeks. That’s all!
