The Smart Connect Utilities Complaints Procedure explains how we handle concerns fairly, promptly, and transparently. If we fall short of the high level of service we aim to provide, this process ensures your complaint is addressed clearly and professionally.
What to Expect
We aim to resolve all complaints within 10 working days. If a solution cannot be reached immediately, we will keep you informed every step of the way until a final resolution is agreed.
Smart Connect Utilities Complaints Procedure
Company Complaints
We value your feedback. Please use this formal submission form to provide details about your complaint, and our team will work towards a preferred resolution.
Smart Connect Utilities Complaints Procedure Resolution Process
We strive to resolve all complaints efficiently and transparently. Below is our step-by-step internal investigation process and what you can expect from us.
1
STEP 01
Acknowledgement
We will confirm receipt of your complaint within 48 hours and assign a dedicated case handler to your file.
2
STEP 02
Investigation
Our team logs the details and reviews all account information, meter records, and supplier correspondence to understand the core issue.
3
STEP 03
Proposal
Within 10 working days, we will present a formal resolution proposal or request further information if the case is complex.
4
STEP 04
Resolution
Once an outcome is agreed upon, we implement the solution and issue a final resolution letter closing the case.
External Support & Ombudsman
If we are unable to resolve your complaint within eight weeks, or if we reach a 'deadlock' position, you can contact the Energy Ombudsman. They provide a free, impartial service to help resolve disputes between customers and energy brokers.
Contact the Energy Ombudsman
www.energyombudsman.org
0330 440 1624
enquiry@energyombudsman.org
Independent Advice
For free, confidential and impartial advice on consumer issues, you can also contact Citizens Advice.