Complaint Handling Policy

SME Powers Complaint Handling Policy

Our Commitment to Customer Satisfaction

At SME Powers, we are dedicated to providing exceptional service to all our customers. We value your feedback, as it helps us improve our products and services. If you're dissatisfied with any aspect of our offerings, please let us know so we can address your concerns promptly.

How to Submit a Complaint

If you have a complaint, please contact us through one of the following channels:

• Phone: 0330 1136688
• Email: info@smepowers.com or complaints@smepowers.com

Our Complaints Procedure

1. Submitting a Complaint: Complaints can be made via email or phone. We will acknowledge receipt of your complaint within three working days, using your preferred method of communication.
2. Resolution Process: We take all complaints seriously. Our aim is to resolve your complaint promptly, politely, and thoroughly. Initially, complaints should be directed to the staff member you’ve been dealing with, as they are best positioned to address your concerns. Alternatively, you may choose to escalate your complaint to their line manager.
3. Timescales for Resolution: We aim to resolve complaints within 7 days. If additional time is needed, we will contact you with an updated timeline. If a resolution is not reached within 7 days, your complaint will be escalated to the Code Manager for further investigation.
4. Confidentiality: We will handle your complaint confidentially. If a third party is involved in the complaint, we may need to share the details with them to ensure a satisfactory resolution.
5. Escalating Your Complaint: If you are not satisfied with our resolution, you can escalate the issue to [relevant ombudsman, professional body, or applicable organization]. The full contact details are provided below.

Energy Ombudsman Contact Details

If your complaint is not resolved to your satisfaction, you may contact the Energy Ombudsman for an independent review:

• Phone: 0330 440 1624
• Fax: 0330 440 1625
• Textphone: 0330 440 1600
• Email: enquiry@ombudsman-services.org
• Post: Ombudsman Service: Energy PO Box 966 Warrington, WA4 9DF

For more information, visit www.ombudsman-services.org.

Complaint Handling Commitment

At SME Powers, we are committed to delivering the highest standards of service. While we strive for excellence, we understand that issues may arise. When they do, we are eager to resolve them quickly and use your feedback to improve our processes.

How to Help Us Investigate Your Complaint

When submitting a complaint, please provide the following information to help us address the issue effectively:

• A detailed description of the problem, including the date, time, and location
• What you believe went wrong
• The resolution you are seeking
• A daytime contact number
• Your address and postcode for correspondence

Our Response to Your Complaint

Once we receive your complaint, we will:

• Investigate the issue promptly, impartially, and thoroughly
• Treat your complaint fairly and resolve it to the best of our ability
• Use the insights we gain to improve our service

If we determine that we are at fault, we will accept responsibility and take the necessary steps to correct the situation and prevent future issues. If we believe the complaint is unjustified, we will explain why.

Timescales for Resolution

• We aim to resolve complaints within 7 days.
• If your complaint is not resolved in this time, it will be escalated to the Operations Manager for further investigation. We aim to resolve all complaints within 8 weeks.
• If you are dissatisfied with our proposed solution, we will issue a Deadlock Letter, which allows you to refer your case to the Energy Ombudsman.

Communication

We will communicate with you based on your preferred method, whether in person, by phone, or in writing. If we meet with you or speak by phone, we will confirm the details in writing for clarity.

The resolution of your complaint is free of charge. Using this complaints process does not prevent you from seeking legal action, should you choose to do so.

Contact Information

To raise a complaint with SME Powers, please contact:

• Complaints Department:
  • Email: complaints@smepowers.com
  • Phone: 0330 1136688

For independent dispute resolution, you can contact the Energy Ombudsman:

• Phone: 0330 440 1624
• Email: enquiry@ombudsman-services.org
• Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF

We are committed to resolving disputes fairly and efficiently through the Energy Ombudsman’s Alternative Dispute Resolution scheme. Visit www.ombudsman-services.org for more details.