At Smarter Business, 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.
We will endeavour to action 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 Customer Services 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 Head of Customer Services 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.