Complaints Procedure

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Smart Telecom are committed to providing its clients with the very highest level of service possible and we hope you never have cause to complain about us or our services. However, we do recognise that sometimes things do go wrong and it may be necessary for you to contact us about a problem.

We take complaints about our services extremely seriously and will address any issues as fairly and as quickly as possible. In the first instance please email us at complaint@smart-tel.co.uk or call us on 0800 980 1313 (8.30am to 6pm, Monday to Friday) and we will try to resolve your issue straight away. If we can’t sort things out immediately, we’ll let you know and agree a plan of action with you.

 

In the unlikely event that your complaint has not been resolved to your satisfaction and you are still unhappy with the outcome after a period of 8 weeks, or if we’ve investigated the problem fully but reached a conclusion that you are not happy with, you have the option of referring your complaint to CISAS for independent consideration.

CISAS is a free and independent Alternative Dispute Resolution (ADR) service approved by the UK communications regulator, Ofcom. The purpose of CISAS is to resolve disputes between consumers and communications providers.

 

CISAS will make an independent decision based on the merits of your complaint.

Please visit the CISAS website for further information at www.cisas.org.uk or contact CISAS via one of the following methods:

Post: CISAS    
70 Fleet Street
London EC4Y 1EU

Phone: 0207 5203827
E-mail: info@cisas.org.uk