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Complaint Procedure

Please follow the steps below if you have a complaint. 
This is available by email, post for free upon request.

What if I have a complaint?

Please follow the below steps;

Step one

Log your complaint with us by phone, letter, email, or via the website contact page on this website.

  • Telephone - 0151 459 3388

  • Email -

  • Post - Smart En Co LTD, 25 Goodlass Road, Liverpool, L24 9HJ

Step two

Your enquiry will be handled by an appropriate senior member in the relationship management team who will get in touch to discuss the complaint. We will aim to respond to your enquiry within 10 working days, with a resolution as soon as possible. 

Step three

If you are unhappy with the resolution, you may wish to lodge an appeal. Please raise this with the appropriate senior member within 28 calendar days of receiving a response from them. Include the grounds of your appeal. The appeal will then be considered by a Director of the organisation for final internal review.

Still unhappy?

Should you remain unhappy with the outcome or if your complaint is not resolved directly by The Smart Energy Company within eight weeks; you can lodge a complaint with Ombudsman Services directly who will review this in due course. An independent review can be requested from Ombudsman Services if:

  • You are registered in Great Britain.

  • You are classed as a microbusiness as per Ofgem’s definition.

  • The dispute has been outstanding for over 8 weeks, or you have received a deadlock letter from us.

Ombudsman Services will host an Alternative Dispute Resolution upon receipt of any complaint and will liaise with the relevant parties through the process. This is an impartial and free service and Ombudsman Services can be contacted via the below methods of communication.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624


Committed to continuous improvement

All complaints will be treated with courtesy and respect. While we like to think your experience with us will be nothing but beneficial, we understand there may be occasions in which a complaint is necessary. Where possible, all complaints should be resolved within 10 working days. All records of your complaint will be logged and stored against your account or future reference (if ever needed). 

Discover what we can do for your Business Energy

We value all types of feedback from our clients, good and bad. 
It helps us to improve and continue to deliver at the highest levels.

Wind Mills

What people say

Great communication with Tom. Very helpful and really sorted out a difficult and complicated situation with my energy company, I’d been massively overcharged by EDF with a strange billing system, and Tom managed to deal with all the jargon and letters and turn the situation around. Ended up being in credit for thousands instead of in debt for thousands. Would highly recommend.

Tim Haggis

Restaurant Owner

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