At SmartDebit, we are committed to high standards of integrity and do everything we can to ensure our customers 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.

How to make a complaint

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.

In writing
Please address your letter “FAO The Head of Customer Services” to:

SmartDebit,
Windlesham Court
51 Guildford Road
Bagshot
Surrey
GU19 5NG

By email
Click here to make a complaint by email

What you will need to tell us

In order to resolve your complaint straightaway, we need as much information as possible. To help us do this, please include the following information 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 within three business days. If this cannot be achieved, we will follow a step-by-step approach as outlined below:

Step 1
We will formally acknowledge receipt of your complaint in writing within 5 (five) days and state our aim to resolve your complaint within 8 (eight) weeks of receipt of your complaint.

Step 2
We will update you with our progress within 4 (four) weeks of receiving your complaint and we will inform you of when we will be able to make our final response.

Step 3
Within 8 (eight) weeks, we will aim to resolve your complaint in our final written response, either by accepting the complaint or not, but still offering redress, or by rejecting the complaint, giving the reasons for this.

What happens if I’m not satisfied?

However, if following receipt of the final response, you remain dissatisfied with our resolution, you may then refer your complaint to the Financial Ombudsman Service. You must do so within 6 (six) months.

If we are unable to resolve your complaint within 8 (eight) weeks, we will write to you to explain the reason why and indicate when we expect to be able to do so. We will also inform you that you may refer your complaint to the Financial Ombudsman Service, contact details below:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

www.financial-ombudsman.org.uk

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

Telephone: 0800 023 4567
Telephone: 0300 123 9123

Lines are open Monday to Friday 8am to 8pm and Saturday 9am to 1pm.