i-Sm@rt Complaints Procedure
i-Sm@rt Consumer Services Ltd is committed to providing products and services of the highest standards. That's why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our services for everybody.
We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.
Our complaints process
Please follow our complaints procedure to help us resolve your complaint as quickly as possible.
Giving us details of your complaint
If you want to complain, please provide the following details.
- Your name and address
- Your Customer Identification Number
- Your daytime phone number
- A clear description of your complaint or concerns
- Details of how you would like us to rectify the situation
What we will do
We will do our best to sort out your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will do the following.
- Your complaint will be acknowledged in writing within 5 working days of receipt.
- Keep you updated with our progress.
- We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
- Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within eight weeks.
How to contact us
Telephone: 0800 043 3025
Post: Customer Relations Manager Shipton Way, Express Business Park, Rushden NN10 6GL
Email: customer.relations@i-smartbusiness.co.uk
If you e-mail us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead.
What to do if you are dissatisfied with our response
If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can refer your complaint to the Claims Management Regulator.
How to contact the Claims Management Regulator
Post: Monitoring and Compliance Unit, 57 – 60 High Street, Burton-upon-Trent, Staffordshire DE14 1JS
Website: claimsregulation.gov.uk
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Regulated by the Ministry of Justice in respect of claims management activities. Authorisation number CRM2506. View at www.claimsregulation.gov.uk
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