At Smarter Business LTD, we know that there may come a time when you are unhappy with the service you have received. We value our customers’ feedback and if we make a mistake, or our service does not meet your expectations, we want to resolve this for you as quickly and efficiently as possible.
Smarter Business will endeavor to action any and all queries in the following manner:
- Be professional, friendly and courteous
- Always treat you fairly
- Be responsive and attentive to your needs
- Provide timely feedback that is clear, concise and accurate
- Use all feedback as an opportunity to learn from and further develop our high level of service
- Demonstrate a professional competence in discussing products with you
- Resolve your grievances as swiftly as possible
The first step in logging a complaint is to get in touch with your Account Manager, which you can do via email or telephone call. They will be aware of your company’s situation and will, in all likely events, resolve your complaint. The Account Manager should help by clearing up any misunderstandings or highlight any new information which may have come to light.
If your Account Manager is unable to help with your concerns, your query will be forwarded to a Line Manager. If further investigation is necessary, we will agree on a course of action with you. In the unlikely event that we are still unable to resolve your query, the General Manager will be notified.
In all instances, we endeavour to resolve your concerns immediately. Should it take longer, please rest assured that you will be given a reference number and will be kept up to date with its progress. Letters will be acknowledged within five working days (on receipt of a letter) and emails will be acknowledged within 24 hours.
At Smarter Business, we aim to resolve complaints within seven working days. If for any reason, the query takes longer than seven days, the supplier will be informed. Should the supplier feel it necessary, the relevant TPI Code Manager will be made aware of the situation. In the instances where there is a more complicated query, more time may be needed to fully understand the nature of your query. Should this happen, we will inform you on approximately how long it will take and will regularly provide feedback.
You will, as always, be reserved the right to contact the Energy Ombudsman.
"We were very pleased with the quality of service Britelite Windows received from Smarter Business
for the change of our electricity supply contracts. We found them
professional, ensuring we got the best deal on the market that met our particular
needs, being happy to change proposed supplier if they were not a good fit for us.
Their communication was first class as was the after sales service, helping us obtain
monies due from the previous supplier.
Our Account Manager offered us first class service, and we would not hesitate in
recommending Smarter Business to other businesses."
-PETER BOYCE - Britelite Windows
WE MAKE OUR CLIENTS HAPPY
"We tried for months to sort out the mess that was our complex electricity supply in a
building that we had procured in the town centre. A call from an Account Manager
at Smarter Business came at the time; we had almost given up. He quickly and
professionally sorted out the mess and arranged supply at a very sensible price. He
then did the same for another charity that I run. He is currently liaising with Eon
regarding a new gas installation."
-IAIN OGILVIE - Liberty Church Wirral
"I cannot recommend Smarter Business’s service highly enough! As a Chef, I am constantly working
“in the business” and rarely have time to look at some of the day to day costs like
energy. Using your service I have managed to save over 30% on my bills, with
very little effort on my side. I look forward to you calling me again at renewal time!"
-ERIC PAYET - La Rive Restaurant
"Smarter Business’s attitude was completely different to all the other companies we called, who said it would
take at least 6 weeks to get a new meter. Smarter Business assured us we would get our meter installed on
time and we did. We had our meter installed on the morning of the 30th March and our units were commissioned
later that evening, ensuring we didn’t lose a significant sum of money from the reduction in tariffs.
Our Account Manager kept us well informed
each step of the way and pushed things through to ensure our deadlines were met.
I have dealt with a lot of different contractors through my work and have to say Smarter Business's “can do”
attitude and commitment to customer service really stands out."
-MARK HODGKINSON - MAAT Company Accountant