Complaints procedure

Our commitment

We'll deal with any complaint fairly and constructively as part of our professional complaint handling process. Complaints give us feedback and a chance to learn, which helps us provide a better standard of service to you, our clients. We're sorry that you've felt the need to complain, and we'll be as helpful and friendly as possible throughout the process.

How to make a complaint

Please send your complaint by email or letter to:

The Office Manager, Smart Source Savings
Email: info@smartsourcesavings.co.uk
Post: Smart Source Savings, 52 High Street, Pinner HA5 5PW

The Office Manager will acknowledge your complaint and give you the contact details of the person responsible for resolving it.

What happens next

• We'll try to resolve your complaint as soon as possible. Some complaints need investigation, which can take longer.
• We aim to resolve your complaint within 10 days. If it's going to take longer, we'll send you an update within that time.
• If your complaint is wholly or partly about the contract between you and your energy supplier, we'll tell the supplier about it within 24 hours and confirm to you that we've done so.
• We'll record your complaint and all communication about it, and track how long it has been open.

Our complaints process covers every way you contact us, including email, phone and post sent to or from our address: Smart Source Savings, 52 High Street, Pinner HA5 5PW.

Putting things right

We may resolve your complaint by apologising, by making a gesture of goodwill, or by paying compensation.

If you're still not satisfied

If you're unhappy with our response, you can contact the Managing Director of Smart Source Savings on 07940 181000, or write to: Complaints, Smart Source Savings, 52 High Street, Pinner HA5 5PW.

Ombudsman Services: Energy

If after 8 weeks you are still not satisfied with the outcome of your complaint, you can raise your complaint to Ombudsman Services. This is a free service, and you will not be charged for using this service. Ombudsman Services are completely impartial.

Ombudsman Services can be contacted as follows:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

Citizens Advice

You can also contact Citizens Advice for free, impartial guidance: www.citizensadvice.org.uk.

Training and copies of this policy

Smart Source Savings, powered by Fidelity Energy Limited, is responsible for making sure all its representatives are fully trained on its complaints and escalation procedures. This complaints policy is available in hard copy on request.

Last updated: September 2026