At SmartDebit, we are committed to high standards of integrity and do everything we can to ensure our clients receive an excellent service. However, on occasions we may not get it right. If you’re not completely happy about any aspect of our service, we would like to hear about it straight away. Letting us know your concerns gives us the opportunity to put matters right for you and improve our service to all our customers.

If you want to make a complaint, we will give it our full attention and ensure it is dealt with by someone from our Customer Services team with the right knowledge and experience.

What to do?

If you’re not happy with any aspect of our service, you can choose how you tell us about it. Whichever way you contact us, we will begin investigating straight away.

By telephone
You can call the Customer Services team on 01276 851 820.

We are available to take your call Monday to Thursday 9:00am to 5:30pm and Friday 9:00am to 5:00pm. Please have your account information to hand when you call.

By email
Click here to make a complaint by email

In writing
Please address your letter to:

Head of Customer Services
SmartDebit
Windlesham Court
51 Guildford Road
Bagshot
Surrey GU19 5NG

What you will need to tell us

In order to resolve your complaint straight away, we will need as much information as possible. Please try to include the following when you contact us:

  1. Name, address and contact details
  2. Full details of the complaint
  3. Your account number and/or Service User Number (SUN)
  4. Evidence of any perceived losses you have suffered
  5. What you would like us to do to put things right

What happens next?

We will do our best to resolve your complaint promptly and satisfactorily by the end of three business days following the day on which we received the complaint.

If we cannot resolve your complaint by the end of three business days, we will aim to provide a final written response by the end of fifteen business days, or thirty five days, in exceptional circumstances, after the day on which we received the complaint. In the final written response, we will accept the complaint or not and therefore we will either offer redress or we will reject the complaint giving reasons.

If, following receipt of our final response, you remain dissatisfied with our resolution, we will inform you that you may then refer your complaint to the Financial Ombudsman Service, contact details below:

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London E14 9SR