Smart Match Energy Limited values our customers' feedback and wishes to ensure the smooth running of our customers' account(s), which is why we have a customer complaints procedure in place. This provides a structured approach to handling complaints and ensures that Smart Match Energy is consistent in servicing customers who may have a reason to complain.
This Charter allows us to measure our performance in dealing with complaints from customers and regulators. We are then able to measure the satisfaction of customers once the complaints have been resolved.
There are several ways in which you can make a complaint:
If you are writing or emailing your complaint, please ensure you include relevant and up to date contact details. If you require a response in writing, please provide your full postal address.
Smart Match Energy will deal with any complaints promptly, politely and most of all fairly. We strive to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If there is an occasion when this happens then you are entitled to expect one, or a combination, of the following:
Smart Match Energy will provide a substantive response to your complaint, detailing what we have done in response to your complaint, and outstanding actions that still need to be dealt with or investigated with related timescales, within 10 working days of receiving your complaint. Smart Match Energy's main objective is to keep you fully updated as we work to resolve your complaint.
For awareness, where a complaint involves a third party such as a Supplier, it may be necessary for us to contact them to help with the investigation and resolution.
If for whatever reason you are not entirely satisfied with the response to your complaint, you can contact us at complaints@SmartMatchEnergy.co.uk and ask for an internal review of your complaint. When sending such a request, please state the reason for your dissatisfaction including your business name.
In the unlikely event you still feel that your complaint has not been dealt with in a satisfactory manner, we have told you that we can take no further action, or 8 weeks has passed since you originally informed us about your complaint, you have the right to contact The Energy Ombudsman. The Ombudsman is there to help resolve disputes between Energy Consultants, Suppliers and their customers. The Ombudsman are independent and impartial — therefore they don't take sides. It's a free service so no cost is involved when using their service. It's important to add that they make any decisions based on information provided and their final decision is binding on the Energy Consultant or Supplier, not the customer.
The Energy Ombudsman can be contacted in the following ways:
All complaints are monitored by Smart Match Energy for training purposes, as well as identifying areas in which improvements can be made to ensure all the company standards are being met.
Download as PDF