We take every complaint seriously

Complaints Procedure — ADR Registration Number: C35SMIL01

Complaints Procedure

We take any complaint very seriously and are committed to investigating and fairly resolving any issue that may arise. In the unlikely event you have a complaint, please contact us immediately using any of the methods below.

Contact Details for Complaints

By Post: Smile Group Holdings Ltd, A2 Marquis Court, Team Valley, Gateshead, NE11 0RU

By Email: complaints@smiledirect.app

By Telephone: 0191 4682953
(All calls are recorded for traceability & accuracy. We recommend using post or email, but we will answer direct calls.)

In Person: By appointment only at the address above.

What Happens Next (Our Process)

We will acknowledge receipt of the complaint within 24 hours and attach a copy of our complaints procedure.
We will record the facts of the complaint.
Take the complainant's name, address, email, and telephone number.
Note the relationship of the complainant to Smile Direct (e.g., customer, partner, supplier).
Advise the complainant that we have a complaints procedure.
Explain what will happen next and provide expected timescales.
Where appropriate, request a written account by post or email so the complaint is recorded in their own words.

Resolving Complaints

Upon receiving a complaint, it will be passed to a Director who will record it and initiate an investigation.

A Director or an impartial staff member will investigate the complaint.
If the complaint relates to a specific employee, they will be informed and given a fair opportunity to respond.
We will update the complainant on initial progress within 72 hours of receipt.

Monitoring and Learning from Complaints

Complaints are reviewed regularly to identify trends or internal improvements. This review is carried out by a Director.

How We May Resolve a Complaint

Apology
Monetary compensation
Goodwill gesture
Refund of service fee
Free future use of service

If There is No Resolution

If a complaint is not resolved after 8 weeks or a deadlock is reached, the complainant may contact the Energy Ombudsman (impartial and free):

The Energy Ombudsman

Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org
Phone: 0330 440 1624 (Mon–Fri: 8am–8pm, Sat: 9am–1pm)

Post:
Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Smile Direct is registered with the Energy Ombudsman ADR scheme (Alternative Dispute Resolution), registration number: C35SMIL01.