Complaints Process | Smart Group Scotland
Customer Care

Complaints Process

We are committed to providing a first-class service. If something has not gone as expected, tell us and give us the opportunity to put it right.

Last updated: 1 September 2026

Your Feedback Matters

Your views help us improve the products, installations and support we provide. If you are dissatisfied with any aspect of our service, please contact us as soon as possible.

We will investigate fairly, explain what we find and, where appropriate, take action to put matters right. Some complaints can be resolved quickly; others require technical records, a site visit or information from a manufacturer, lender or other third party.

If an investigation takes longer than expected, we will keep you informed rather than leave you wondering what is happening.

What Happens Next

Our response will depend on the nature and complexity of the complaint, but the following stages explain what you can normally expect.

Tell Us

Contact us by email, post or telephone and explain what happened and how you would like the matter resolved.

Acknowledgement

We aim to acknowledge your complaint within two working days and confirm who is responsible for investigating it.

Investigation

We will review the relevant records, speak to the people involved and request any technical or third-party information required.

Our Response

We aim to resolve complaints within four weeks. If more time is required, we will explain why and provide an updated timescale.

Information to Include

  • Your full name and preferred contact details.
  • Your quotation, order, agreement or project reference, if available.
  • A clear description of what has happened and when.
  • The names of anyone you have already spoken to.
  • Relevant photographs, emails or supporting documents.
  • What you would like us to do to resolve the matter.

If We Cannot Resolve It

The appropriate independent route depends on whether your complaint concerns a renewable-energy installation or an eligible regulated financial service.

Installation or Product

Renewable-Energy Complaints

If your complaint relates to an eligible domestic renewable-energy installation and remains unresolved after you have raised it with us, independent support may be available through Green Homes Dispute Resolution.

You can also find guidance about complaints concerning MCS-certified installers or installations at mcscertified.com.

Eligible Finance Complaint

Financial Ombudsman Service

If your complaint concerns an eligible regulated financial service, our final response will explain whether you have the right to refer it to the Financial Ombudsman Service.

For most eligible finance complaints, a final response should be issued within eight weeks. If you remain dissatisfied—or an eligible complaint has not received a final response within that period—you may be able to contact the Ombudsman.

You will normally need to refer an eligible complaint within six months of the date of the final response. The final response will confirm the applicable position.

Using our complaints process does not affect your statutory rights. Eligibility and time limits for any independent scheme are determined by that organisation under its current rules.