Making a complaint
iSmart is committed to providing products of the highest standard and offering the best possible service.
We really value your feedback, good and bad.We hope you will never need to make a complaint. If you do have to, we have made it as pain free as possible.
Letting us know 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 to your concerns as quickly as possible. In each case, we will listen to you and strive to put matters right.
Our complaints process
So we can resolve your complaint as quickly as possible, we will need to take the following details:- your name and address
- your Customer Identification Number
- your daytime phone number
- a clear description of your complaint or concerns
What we will do
We will do our best to deal with your complaint straight away, we recognise sometimes though, we won't be able to. Some cases may take longer to fully investigate; in these cases we will do the following:- acknowledge your complaint in writing within 5 working days of receipt
- keep you updated with our progress
- aim to resolve your complaint within 4 weeks. If we are not able to do so, we will write to you explaining what is happening and when expect to resolve your complaint
- send you a final response letter within 8 weeks, once an assessment and full investigation of your concerns have been made
How to contact us
Telephone: 08000 439243Post: iSmart Consumer Services Ltd, Britannia House, Rushmills, Northampton NN4 7YB
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 8 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 1JSWebsite: claimsregulation.gov.uk
Thinking smarter is our philosophy, if you've been sold a financial product that didn't meet your needs, or if you find yourself faced with debt, by thinking smarter, we will provide the solution.
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