Household Complaints Procedure

Email complaints@switchingmadesimple.co.uk.

Please include, where possible:

• Your name and the email address used for your enquiry or account.
• Which service your complaint concerns: energy, broadband, mobile or Save & Earn.
• A description of what happened and when.
• Any relevant application, order or referral reference.
• Supporting correspondence or screenshots.
• What you would like us to do to resolve the issue.

You do not need to have all this information before contacting us. Please do not send passwords or full payment-card details.

If you need help making a complaint or require a different way to communicate, let us know. You can also authorise someone to contact us on your behalf.

We aim to acknowledge your complaint within three working days.

We will investigate what happened, review relevant records and contact you if we need further information. We aim to provide a full response within 15 working days of receiving your complaint.

If we need more time, we will explain why, tell you when to expect our next response and keep you updated.

Our response will explain our findings and any action we propose to take. Where we have made a mistake, we will explain how we will put it right.

Working days are Monday to Friday, excluding bank holidays in England.

We handle complaints about Switching Made Simple’s own services, including:

• Information or assistance we have provided about energy, broadband or mobile comparisons.
• Your experience using our website.
• How we have handled your enquiry or our part of an application.
• Communication or customer service you have received from us.
• Your Save & Earn account, referral tracking, rewards or withdrawals.

We will investigate the aspects of your complaint for which we are responsible, including where a supplier or comparison partner is also involved.

Switching Made Simple is a comparison and intermediary service. We do not supply your energy, broadband or mobile service.

Issues concerning the delivery or administration of your service should normally be raised directly with the relevant provider.

Energy: Energy bills, Direct Debits, meter readings, smart meters, account balances and supply issues.

Broadband: Installation, activation, connection faults, speeds, outages, equipment, provider charges and cancellations.

Mobile: Network coverage, SIM activation, number transfers, roaming charges, data allowances, provider bills and cancellations.

If you are unsure who to contact, email us and we will help identify the appropriate organisation.

Where your complaint concerns a comparison partner’s part of the journey, we will explain who is responsible and help you find the correct complaints contact. Where appropriate, we can help pass your complaint on with your permission.

Referring a provider-related issue elsewhere does not prevent us from investigating any concerns about our own actions.

Reply to complaints@switchingmadesimple.co.uk, explain why you remain dissatisfied and request a review. Please include any additional information you would like us to consider.

A director or appropriate senior person will review your complaint. Where possible, this will be someone who was not involved in the original decision.

We aim to provide our final written response within 10 working days of receiving your review request. If we need longer, we will explain the delay and provide an updated timescale.

Our final response will explain our decision, the reasons for it and any further steps available that are relevant to your complaint.

You can seek independent consumer advice from Citizens Advice at www.citizensadvice.org.uk.

Energy provider complaints

If your complaint against your energy supplier remains unresolved eight weeks after you first complained to it, or it issues a deadlock letter sooner, you may be able to refer the dispute to the Energy Ombudsman, subject to its eligibility requirements.

Visit www.energyombudsman.org.

Broadband and mobile provider complaints

Your broadband or mobile provider’s complaints procedure will identify its approved alternative dispute resolution scheme and explain when you can refer an unresolved complaint. Ask your provider for these details if you are unsure.

These provider dispute-resolution routes are separate from our internal complaints process. They do not automatically cover complaints about Switching Made Simple’s own comparison service or Save & Earn programme.

Nothing in this procedure affects your statutory rights.

We will use the information you provide to investigate and respond to your complaint in accordance with our Privacy Policy.

Where another organisation needs to be involved, we will explain this and share only the information necessary to help address the complaint.

We also use feedback from complaints to identify improvements to our services.