Complaints

At Pay Smart Home, we take customer complaints very seriously and strive to resolve them as quickly and satisfactorily as possible.

Our complaints procedure outlines how we handle issues and what steps you can take if you feel your complaint has not been fully addressed.

If you have a concern, we encourage you to get in touch with us. You can reach us by phone at 0330 041 2999, or in writing at our head office. Rest assured, we are committed to resolving your issue promptly and professionally.

Pay Smart Home
Unit 251 Europa Boulevard
Westbrook
Warrington
WA5 7TN

When you raise your complaint with us, we will need you to tell us: 

  • Your order number, name and address 
  • The reason for your complaint 
  • Details of any individuals you’ve spoken to about your order or your complaint 

Any complaint verbal or written will be referred to our general manager at the earliest opportunity. We will also: 

  • Acknowledge the complaint in writing promptly. 
  • Make contact to seek clarification on any points where necessary. 
  • Fully investigate the complaint. 
  • Keep you informed of our progress. 
  • Discuss with you our findings and proposed response. 

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks after we received your complaint. 

Who will deal with your complaint? 

We will investigate and respond to any complaints about our products or services. 

If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them. 

If your complaint is about how we introduced you to the finance, we will work with the lender to investigate and respond to your complaint. 

Investigation 

We will work with the relevant department manager to establish the nature and scope of your complaint and identify what has happened. 

Keeping you informed 

In situations where we require further time to investigate your complaint, we will let you know by email. 

Final response 

We will issue our final response within 8 weeks at most. This will clearly set out our decision and the reasons for it. 

Closing a complaint 

We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties. This outcome does not affect your legal statutory rights. 

If you remain unhappy with our response 

If you are not happy with our final response and resolution of your complaint, the following options are available to you: 

- If your complaint relates to our product or service.

Please let us know what we’ve not got right for you and our general manager will consider what else we can do to resolve your complaint.