Complaints Procedure – Smart Energy West Midlands Ltd

Complaints Procedure

Company Information:

  • Company Number: 10482361
  • VAT Number: 260409328
  • Trades or Services: Cavity, Loft, Boiler, Heating Controls, Flat Roof Insulation, Internal Wall Insulation, Room in Roof Insulation, Electric Storage Heaters, Air Source Heat Pump, Solar Panels, and Battery Storage.
  • Insurance Details:
  • Employers Liability: 10 Million, Axa
  • Public Liability: 5 Million, Axa
  • Professional Liability: 1 Million, Allianz


The designated individual for handling complaints is the Operations Manager at the following address:

Operations Manager
Ground Floor, Block E
Hagley Court North,
The Waterfront,
Brierley Hill.

Contact Information:

  • Tel No: 01384 590077
  • Email Address:
  • Website: [](
  • Company Registration No: 10482361

Step-by-Step Complaints Procedure:

If you are dissatisfied with our service, please let us know so that we can address the issue. We strive to provide the best products and service, but if we fall short, we want to hear from you to make things right.

Our Commitment:

  • Make it easy for you to express concerns.
  • Provide your complaint the attention it deserves.
  • Fairly resolve your complaint promptly.
  • Ensure your satisfaction with the resolution. 

How and Where to Complain:

If you are unsatisfied with any aspect of our service or products, you can communicate your complaint through the following channels:

  1. In Writing: Address your letter to The Operations Manager.
  2. By Telephone: Call us at 01384 590077 during office hours (Monday to Friday, 9.00 am – 5.00 pm) and ask for the Operations Manager.
  3. By Email: Send your complaint to

Complaints Handling Procedure:

We strive to resolve your complaint promptly. If we cannot do so immediately, we commit to contacting you within 5 working days to provide the following information:

  • Why we have not resolved your complaint.
  • The person dealing with your complaint.
  • When we will contact you again.

We will keep you informed regularly and aim to resolve your complaint as quickly as possible. If the complaint remains unresolved, it will be forwarded to an alternative dispute resolution provider.

Customer Charter PDF