Smartswitch Energy
We're Here to Address Your Concerns!
We're committed to resolving your concerns with reliable and responsive service.
At SmartSwitch Energy, we are committed to delivering professional and comprehensive service to all our customers. However, we understand that there may be occasions when we fall short of your expectations. If you are dissatisfied with our service for any reason, please don’t hesitate to reach out to us. We treat all complaints with the utmost seriousness and will thoroughly investigate the issue to ensure a prompt and satisfactory resolution. Your feedback, whether positive or negative, is invaluable to us as we strive to continuously improve our practices. All complaints will be addressed through the following stages:
Stage 1: As soon as we receive your complaint, we will begin to investigate it. We may request additional information or clarification to better understand the issue. If you wish to raise a complaint, please contact us using the details below:
Phone: 02032398280
Email:info@smartswitchenergy.com
Post: 65 Somerville Road, London, England, RM6 5BB
Stage 2: We will thoroughly review the details of the issue you have raised.
Stage 3: Our aim is to resolve your complaint within 3 working days, provided we have all necessary information. If additional time is needed, we will keep you informed of our progress every 7 days.
Stage 4: Within 8 weeks of receiving your initial complaint, we will provide you with a written update on the progress of our investigation and propose a resolution.
Stage 5: Once a resolution is agreed upon, we will act promptly to implement it.
Stage 6: In the event that we cannot reach an agreement, we will issue a deadlock letter outlining the situation.
If your complaint remains unresolved after 8 weeks, or if you reach Stage 6, you may refer your case to the Ombudsman Services (Energy). This impartial organization, approved by OFGEM, provides a free service to help resolve disputes. At SmartSwitch Energy, we are committed to ensuring that your voice is heard and a fair resolution is achieved.
You can contact the Ombudsman via post, email, phone, or by completing the online form.
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
Post: Ombudsman Services Energy, PO Box, Warrington, WA4 9DF
Further information on the Ombudsman process is available online at:
www.energyombudsman.org