At SMEnergy Partners, we provide our customers with exceptional service. If, however, you encounter an issue that requires our attention or wish to make a complaint, please follow the steps outlined below. Rest assured, all complaints will be handled with the utmost courtesy and respect.

 

Our Responsibilities:

- We are committed to offering an efficient, fair, and structured process for addressing complaints.

- All customers have access to our complaints handling procedure.

- We pledge to keep customers informed about the progress of their complaint and the anticipated timeframe for resolution.

- Regular reviews of our complaints handling process and procedures ensure continuous improvement.

 

Summary of Complaints Policy and How to Make a Complaint

 

Step 1: Contact Us

We strive to resolve complaints promptly. Please reach out to our customer service team via:

- Live Chat: Visit www.smenergypartners.com

- Email: info@smenergypartners.com

- Mail: Customer Service Manager, SMENERGY Partners Ltd, 86-90 Paul Street, EC2A 4NE London

 

When submitting your complaint, kindly include the following information:

- Business name and address

- Contact name and number

- Details of the issue and any suggestions for resolution

 

Step 2: Handling Your Complaint

Upon receipt of your complaint:

• We will acknowledge your matter within 2 business working days via email or written correspondence.

• Your complaint will be logged, and we aim to resolve it within 7 business days. We will provide you with a reference number and keep you updated throughout the process.

• If resolution is not achieved within 7 business days, we will contact you to explain the delay and discuss next steps. We will keep you informed of any developments.

• In the unlikely event that your complaint remains unresolved after 8 weeks, we will contact you to discuss your options and provide regular updates on progress.

 

Step 3: Resolution

We will communicate the outcome of your complaint in writing. Resolution may include an apology, a gesture of goodwill, or compensation.

 

Your Options:

If you are dissatisfied with our final resolution, or if we reach a deadlock, or if the resolution process exceeds 8 weeks:

• You have the option to escalate your complaint to Ombudsman Services, an alternative dispute resolution scheme (ADR Scheme).

• Contact Ombudsman Services at 0330 4401624, email enquiry@ombudsman-services.org, or visit www.ombudsman-services.org, or write to them at Energy OmbudsmanPO Box 966, Warrington, WA4 9DF.

• Ombudsman Services ADR service is free of charge.

 

We value your feedback and are committed to resolving complaints efficiently and effectively. Thank you for choosing SMEnergy Partners.