Complaints

COMPLAINTS

If you're unhappy with any SMILE product or service and want to make a complaint, please don't hesitate to let us know by using the complaints form at bottom of this email.

We'll let you know when we've received your complaint, and will start our investigation. We may need to call you to update you on how things are going.

Once we've reviewed your complaint, our aim is to resolve it within five working days. If it's going to take longer, we'll keep you up to date on our progress. If we're unable to resolve your complaint within eight weeks, you have the right to take your complaint to the Ombudsman.

Contact the Ombudsman

If we still can't resolve the complaint after eight weeks, you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. As long as your complaint is within their remit, they'll investigate it free of charge.

You can ask that your complaint goes to Ombudsman Services Communications before the eight weeks is up. However we do have the right to insist that our process is followed if we’re taking steps to resolve your complaint and expect it to be resolved promptly. Ombudsman Services Communications can refuse to investigate your complaint if they think it’s malicious or outside their remit.

Their contact details are:

Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU

Phone: 0330 440 1614 (standard call charges apply) Fax: 01925 430 049

Email: enquiries@os-communications.org Online: https://www.ombudsman-services.org