Complaints
The Smarta Standard for Customer Complaints
We aim to resolve issues quickly and fairly. If something has gone wrong, you can make a complaint by phone, email, through our website contact form, or in writing. You can contact us using the details shown on this page.
Please provide as much information as possible, including your name, account number if known, contact details, the supply address, what has gone wrong, and what you would like us to do to put things right.
The Smarta Promise
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We Will Take All Complaints Seriously
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We Will Be Fair To All Parties Involved
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We Will Listen. We Will Respond
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We Will Approach The Issue Open And Honestly
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We Will Share Our Findings And Conclusion With You
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We Will Be Accountable
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And We Will Apologise If We Are In The Wrong
Help Us Help You
Call us on 0333 300 1878 or email us at customer.services@smartawater.com with as much information as you can, as soon as you can. We’ll get straight on it. The more details we have, the quicker we can work to get it resolved for you.
However, if you are not happy with the response you receive from us, the next three steps will guide you through our formal complaints procedure.
Making It Official
Step 1 - Let us know
If you raise your complaint by phone, we will acknowledge it during the conversation and will try to resolve the issue as quickly as possible. If you raise your complaint in writing, by email, post or website form, we will acknowledge it within 8 business days. If we need further information to review your complaint, we will explain what information is required.
Step 2 - Investigation and response
We will investigate your complaint and aim to provide a response within 10 business days of receiving it.
Our response will explain what we have found, what action we have taken or intend to take, and the outcome of your complaint.
Where your complaint depends on information or action from Scottish Water or another third party, we will keep you informed and explain any expected timescales.
Step 3 - Putting things right
Where we uphold a complaint, or where we consider action is appropriate, the remedy may include one or more of the following:
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an apology;
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an explanation;
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appropriate remedial action to resolve the issue;
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a payment to the customer where remedial action is not possible or is insufficient to deal with the complaint.
Where a payment is offered as a remedy, this will be made within 20 business days of the decision.
Step 4 - If you remain unhappy
If you remain unhappy after we have completed our complaints process, you may be able to refer the matter to the relevant external body.
For customers in Scotland, unresolved complaints may be escalated to the Scottish Public Services Ombudsman.
For customers in England and Wales, you can contact the Consumer Council for Water and, where applicable, the relevant dispute resolution body.
On Your Side
Complaints Relating To Services In England and Wales
If you’re based in England or Wales, please refer to the relevant Consumer Council for Water who provide a free and confidential service.
In writing: The Consumer Council for Water
1st Floor
Victoria Square House
Victoria Square
Birmingham
B2 4AJ
Through their website: www.ccwater.org.uk
Email: enquiries@ccwater.org.uk
Telephone: 0300 034 2222
Complaints Relating To Services In Scotland
If you’re based in Scotland, you will need to contact the Scottish Public Services Ombudsman (SPSO). If you remain dissatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) to look at your complaint. The SPSO is your final stage for complaints about Smarta Water and they provide a service that is free and confidential.
In writing: FREEPOST SPSO
(This is all you need to write on the envelope and you don’t need to use a stamp)
Website: www.spso.org.uk
Online contact form: www.spso.org.uk/complain/form
Telephone: 0800 377 7330 or 0131 225 5300
The SPSO will normally not look at complaints relating to issues you where you have not gone all the way through our complaints handling procedure, more than 12 months after you became aware of the matter you wish to complain about, or that have been or are being considered in court.
If you are a customer in England and remain unhappy with the outcome of your complaint after it’s been through Steps 1, 2, 3 and 4 of our complaints procedure, you can take your concerns to an independent redress scheme with the ADR Group, who can provide an independent decision.
Website: www.consumer consumer-dispute.co.uk