At SMEB, we aim to provide the highest level of customer service. However, if you feel you have cause to complain, please contact us so that we can put things right:
By email: You can email our Complaints Team at compliance@smeb.co.uk
By post: You can write to our Complaints Team at SMEB, Newton House, Hatch Warren Lane, Basingstoke, RG22 4RA.
What information do I need to provide when I make a complaint?
Our aim is to resolve your complaint as quickly as possible. To help us do this, please include the following:
- Name of company
- Full name of company representative
- Details for your preferred method of contact and the best time to contact you
- Specific details, including (where relevant) SMEB account number – so we can identify the relevant service that may relate to your complaint
- Information about your complaint
- Any actions you wish us to take to resolve your complaint
How will SMEB handle my complaint?
Once we have received your complaint we will:
- Formally acknowledge receipt of your complaint to confirm that we are looking into your concerns.
- Provide you with the name and contact details of the person dealing with your case, and a complaint reference number that you can quote should you need to contact us.
When can I expect a response to my complaint?
Once all the details of the complaint have been investigated, (we may contact you for further details or to discuss our final response) we will issue a written ‘final response’ to your complaint.
We aim to resolve all complaints within 15 working days; however, if due to exceptional circumstances we are unable to issue a final response within 15 business days we will issue this within 35 business days.
What if I’m not happy with the outcome of my complaint?
We will always aim to satisfactorily resolve your complaint but if you wish to take your complaint further then, depending on your eligibility, you contact the Financial Ombudsman
Financial Ombudsman Service
Contact details for the Financial Ombudsman Service are:
By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Information Commissioner’s Office
You can also contact the Information Commissioner’s Office to make a complaint.
Helpline: 0303 123 1113
Website: www.ico.org.uk/make-a-complaint
