Finance Complaints Process

At Smart Energy West Midlands Ltd, we want every part of your experience with us to be straightforward and positive. We work hard to make sure that any finance options we introduce are clear, fair, and suitable for your needs and circumstances. But if you feel something hasn’t gone quite right, we want to hear about it.

Whether it’s about the way we introduced you to a lender, the information you received, or anything you feel was unclear or misleading, your feedback helps us improve and, most importantly, put things right.

OUR PROMISE TO YOU

When you raise a concern about our credit broking service, we will:

• Make it easy for you to get in touch
• Take your complaint seriously
• Treat you with respect and fairness
• Aim to resolve your complaint promptly and clearly
• Keep you informed throughout the process
• Inform you of your rights to escalate the matter if needed

HOW YOU CAN MAKE A COMPLAINT

You can raise your concerns with us in any way that suits you best:

In Person
Visit us at:
Unit 11 North Street Trading Estate, Brierley Hill DY5 3QF

Opening hours: Monday to Friday, 9.00 am – 5.00 pm

In Writing
Please send your letter to:
Head Of Operations
Unit 11 North Street Trading Estate, Brierley Hill DY5 3QF

By Phone
Call us on 0333 358 3130 during our office hours and ask for our Customer Services team.

By Email
You can email us at: info @ smartinsulation.co.uk

WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?

We aim to resolve all finance-related complaints as quickly and fairly as possible. Here’s what you can expect once we’ve received your complaint:

 If We Can Resolve It Within 3 Business Days

• If your complaint is resolved to your satisfaction within three business days, we’ll send you a Summary Resolution Communication.
• This letter will confirm the outcome and inform you of your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

If We Need More Time

• We’ll send a written acknowledgement within 5 business days, along with a copy of this complaints procedure.
• We’ll keep in touch and let you know when you can expect our next update.

If It’s Not Resolved Within 4 Weeks

• We’ll send you a progress update (known as a “holding letter”), explaining why the complaint is still ongoing and confirming that we’re actively working on it.

If It’s Still Unresolved After 8 Weeks

• We’ll write to explain why there’s still no final decision.
• We’ll also tell you that you now have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

IF SOMEONE ELSE IS INVOLVED

Sometimes we may have to pass your complaint to another business if they are:

• Solely responsible – e.g., the lender or finance provider. In this case, we’ll forward your complaint to them within 5 business days and let you know we’ve done so.
• Jointly responsible – we’ll work with the other party to handle our part, and let you know how your concerns are being addressed.

STILL UNHAPPY WITH THE OUTCOME?

If we’ve sent our final response and you’re still not satisfied, or if it’s been 8 weeks and your complaint remains unresolved, you may be able to refer your complaint to the Financial Ombudsman Service.

This is a free, independent service for customers who want to escalate complaints about financial products or services.

You must contact the Financial Ombudsman within six months of the date on our final response letter.

CONTACT DETAILS – FINANCIAL OMBUDSMAN SERVICE

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

NEED HELP?

 If you’re unsure whether your concern relates to the finance introduction process or something else — don’t worry. Just get in touch and we’ll guide you to the right place.