Get Started

Complaints Procedure

At Smart Energy Group Ltd. Trading as Smart Energy Homes, we are committed to providing excellent service. If you are unhappy with any aspect of our service, we want to resolve your concerns promptly and fairly.

How to Make a Complaint

You can submit your complaint:

  • By email: [email protected]

  • By post: Smart Energy Group Ltd. (Trading as Smart Energy Homes), Brecon House, William Brown Close, Llantarnam Industrial Park. Cwmbran, NP44 3AB

  • By phone: 01291 901029 (Mon-Fri, 8:00am-4:00pm)

Please include your name, contact details, and a description of your complaint. Once we receive your complaint in writing, we will begin our complaints process.

Our Complaints Process

  1. Acknowledgment
    We will acknowledge receipt of your complaint within 1 working day.

  2. Investigation
    Our customer service team will investigate the matter thoroughly. We may contact you for further details if needed.

  3. Resolution
    After investigation, we will propose a solution and outline any steps we will take to resolve the issue and prevent it from happening again.

  4. Communication
    We will keep you updated on the progress of your complaint via email and phone.

  5. Feedback
    Your satisfaction is important to us. If you feel your complaint has not been adequately resolved, please let us know, and we will reassess the situation.

Further Options

If you are not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service:

Contact Us

If you have any questions or need assistance, please contact us: