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Complaints Procedure
Complaints Procedure
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Smartsaver Limited aims to provide high quality services which meets your needs. We believe we achieve this most of the time. If we are not getting it right please let us know.
In order to ensure our services, remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with our dealings with Smartsaver Limited.
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If you are not happy with Smartsaver Limited’s please tell us.
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If you are unhappy about any of our service, please dial 0798 431 0409 and ask Anthony or Mandy on the welcome message. Anthony Birchall (Managing Director.) Mandy Thompson (Company Secretary) These numbers come direct to us with no Receptionist in between. They will always be answered immediately.
If you are unhappy with any individual, then please sometimes it is best to deal with them directly. If you feel this is difficult or inappropriate, then speak to the ‘other party.’ The Company is run just by the two of us.
Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within 5 working days.
Making a written Complaint
If you are not satisfied with our response or wish to raise the matter more formally, then write to:
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Smartsaver Limited
11 Mellodew Drive
Moorside
Oldham
OL1 4QE
All Complaints will be logged. You will receive a written acknowledgment within three working days.
The aim is to investigate your complaint properly and give you a reply with ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken or being considered.
If after we have responded you are still unhappy then you can contact The Energy Ombudsman. The Ombudsman Services are impartial and a free service to use. You can go to The Ombudsman Services after 8 weeks or if deadlock is reached .
Contact details are as follows:
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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
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Alternatively please click on this link:
https://www.ombudsman-services.org/can-i-complain
Thank you.
Anthony Birchall
0798 431 0409
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