Complaints Procedure

At Smart Energy Business, we are committed to providing an excellent service to every hospitality business we work with. However, if something goes wrong, we want to hear about it so we can put it right.

How to Make a Complaint

You can make a complaint by:

• Email: info@smartenergybusiness.co.uk — please include “Complaint” in the subject line
• Phone: 01291 901030 — ask to speak to a manager
• Post: Complaints Department, Suite 6, Brecon House, William Brown Close, Llantarnam Industrial Park, Cwmbran, NP44 3AB

What to Include

To help us investigate and resolve your complaint quickly, please include:

• Your name and business name
• Your contact details
• A description of your complaint
• What outcome you are looking for
• Any reference numbers related to your case

Our Process

1. Acknowledgement: We will acknowledge your complaint within 2 working days.
2. Investigation: We will investigate your complaint thoroughly and aim to provide a full response within 10 working days.
3. Resolution: We will explain our findings and any actions we will take to resolve the issue.
4. Escalation: If you are not satisfied with our response, you can escalate your complaint to a senior manager for further review.

Further Recourse

If you remain unsatisfied after exhausting our internal complaints process, you may have the right to refer your complaint to the Energy Ombudsman (for energy supply issues) or the relevant regulatory body.