Smart Home Charge Complaints Procedure
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Smart Home Charge Complaints Process

At Smart Home Charge we work incredibly hard to ensure every customers receives the same excellent service experienced by thousands of our customers, as seen on our website and Trustpilot reviews.

 

However, we are human and we know we won’t always get it right. If you feel we have not met your expectations or adequately dealt with your query/issue and you would like to make a formal complaint, please use the details below and see our procedure below.

Our complaints policy
Register a formal complaint
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To make a formal complaint, please email [email protected] stating your name, order or reference number and postcode, as well as full details of your complaint.

Response time
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Once you have emailed your complaint to the above email address, you should expect an initial response and confirmation of receipt within one working day.

We aim to respond to your complaint within five working days and, where possible, will provide you with a date to remedy any issues raised.

Still not happy?
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We hope it doesn’t get to this stage, but if we are unable to resolve your complaint using our complaints procedure, as a Which? Trusted Trader we use the Dispute Resolution Ombudsman for dispute resolution.

If the unlikely event Smart Home Charge cannot remedy your complaint to your satisfaction, you may wish to refer your complaint to them. If you wish to do so, please contact Which? Trusted Traders in the first instance on 0117 456 6031.

 

The Financial Ombudsman Service

If you have taken up one of our finance options, you are also able to take your complaint to the Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if after receiving our final response, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

 

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

 

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

Email: [email protected]

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk