Complaints

If you’re unhappy with anything we’ve done, tell us. Write to Smart Energy Markets Ltd at our registered office, Suite 6, Brecon House, William Brown Close, Llantarnam Industrial Park, Cwmbran NP44 3AB, and mark the envelope “Complaints”, or send a message through our contact page.

It helps if you include your name and company, the site or enquiry it concerns, what went wrong and what you would like us to do.

1. 01

   Acknowledge. We confirm we’ve received your complaint, and tell you who is handling it, within five working days (proposed, for legal review).

2. 02

   Investigate. We look at what happened, including with any partner involved, and ask you for more detail if we need it.

3. 03

   Respond. We write to you with what we found and what we will do about it, within 20 working days (proposed, for legal review). If we need longer, we tell you why and when to expect an answer.

Supply and generator contracts for buying and selling through the private energy market are with our licensed supplier partner. Complaints about them, for example about billing, metering or switching, are handled by that supplier under its complaints procedure. You can raise them with the supplier directly or with us, and we’ll help you take them forward.

A Solar PPA or an SSOA is with our funding company (SPV). Raise a complaint about the system or the agreement with us, as above. The agreement sets out how complaints about it are handled.

If a complaint about a supply contract isn’t resolved, eligible micro and small business customers may be able to refer it to the Energy Ombudsman, a free and independent service. You can usually do this once the supplier has given its final response (sometimes called a deadlock letter), or after eight weeks if it hasn’t.

That route applies to supply contracts where the customer is eligible. It doesn’t necessarily cover a Solar PPA or an SSOA, whose complaints route is set out in the agreement.

Citizens Advice can also give free, independent advice on business energy complaints.

Our privacy notice explains how to raise a concern with us and how to complain to the Information Commissioner’s Office.