Complaints Process

Looking To Raise A Complaint?

If you would like to make a complaint:

Here at BeSmart we will always aim to do our best, however there may be times when things go wrong and there will be times when you feel that you have not received the service you expected. When this happens, we want you to know that we take all complaints seriously and we want to know about it so that we can have time to put things right and will do our very best to resolve the issue promptly.

Here is our procedure below:

Step 1: We will always listen to your concerns and attempt to resolve them as quickly as possible.
Step 2: If we are unable to resolve your concern in the first instance we will investigate this further.
Step 3: If we have been unable to resolve your complaint within 3 working days or you are not satisfied with the outcome, we will notify our Customer Service Manager to investigate this further.
Step 4: Following a thorough investigation you will receive a tailored response confirming whether your complaint has been upheld or declined.

Our Promise to you:

  • We will investigate your complaint quickly and thoroughly
  • We will do everything possible to resolve your complaint objectively
  • We will always aim to resolve your complaint within 3 working days but if that is not possible, we will aim to complete it within a maximum period of 8 weeks.

We understand that people find it easier to use email than others so if you would like to make a complaint you can: Call us on 0800 611 8111; Complete the online form below or Email: [email protected]

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Call our customer service team on

0800 611 8111

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