THE SMARTA STANDARD FOR CUSTOMER COMPLAINTS
We want all our customers to be happy. We promise to provide a high level of care and service to you, but even with the best intentions, sometimes things don’t quite go to plan and disappointment occurs. If you are unhappy with any aspect of our products or services then we are here to help. Please keep this guide handy so you can refer to it should you need to – though we really hope you don’t.
Follow the steps below if a situation arises where you’d like to make a complaint. You’ll find information on how Smarta Water will handle the issue and how you can make an appeal if you are not satisfied with our efforts to correct it.
If you wish to make a complaint, we will handle your complaint in line with the three stages of our complaints procedure.
THE SMARTA PROMISE
- We Will Take All Complaints Seriously
- We Will Be Fair To All Parties involved
- We Will Listen. We Will Respond
- We Will Approach The Issue Open And Honestly
- We Will Share Our Findings And Conclusion With You
- We Will Be Accountable.
- And We Will Apologise If We Are In The Wrong.
First Things First
We’d love the chance to put it right. Please bring any concern you have to the attention of our Smarta Care team. If we can fix it for you, we most certainly will. And rest assured we will learn how to improve from it for the future.
Help Us Help You
Call us on (+44)0333 300 1878 or email us at email@example.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
All formal complaints must be made in writing. Please provide all the information you have collated along with contact details including your telephone number and postal address. Don’t worry, we will handle any personal data in accordance with the Data Protection Act 1998
The Second Step
We hope you will be happy with how our team member handled your issue. If you still aren’t completely satisfied with our response or resolution, you have the right to appeal to the Complaints Manager.
Our Complaints Manager will instruct a Senior Official to undertake an independent internal review and will aim to reply to you within 20 working days. If, for any reason, this deadline cannot be met, we will contact you in good time to let you know when you will receive your full response.
Following this stage you will be advised that you have used all the internal steps in Smarta Water’s complaints procedures.
The Final Step
If we haven’t restored your confidence in the above steps, then you have one last option. Depending on where in the UK you are based, you can take the matter to an independent body who are there to listen and help you with problems such as these.
The Smarta Pledge
We Will Acknowledge Receipt Of Your Complaint.
We Will Issue A Notice Of Acknowledgement Within 2 Working Days.
We Will Treat Your Complaint In a Confidential Manner
We Will Refer Your Complaint To The Relevant Director.
We Will Be Thorough In Our Investigation
We Will Provide a Written Reply Within 10 Days, Or Contact You If It’s Not Possible.
We Will Let You Know What We Have Done To Put Things Right Again.
On Your Side
Complaints relating to services in England
If you’re based in England or Wales, please refer to the relevant Consumer Council for Water who provide a free and confidential service.
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)
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 and 3 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