Complaints

At Pay Smart Home, we take all concerns and complaints seriously. Our goal is to resolve any issues as quickly and fairly as possible. Below you’ll find our straightforward process and what you can expect at each step.

1. How to Contact Us

If you have a complaint, please get in touch using any of the following methods:

• Contact Form: Click here
• SMS or WhatsApp: 07576568087
• Email: hello@paysmarthome.com
• Post:
  Pay Smart Home
  Unit 251 Europa Boulevard
  Westbrook
  Warrington
  WA5 7TN

When contacting us, please include the following details (if available):

• Your order number
• Your full name and address
• A clear description of your complaint and where possible any supporting evidence, such as photographs or documents
• The names (or departments) of any staff you’ve already spoken to

2. What Happens Next

1. Acknowledgment
   We will acknowledge your complaint in writing (either by email or letter, or the original method of communication used to initiate the complaint) as soon as possible, confirming that we have received it.
2. Information Gathering
   We may need to contact you on more than one occasion to clarify details or request additional information. This helps us conduct a thorough investigation.
3. Investigation
   • Your complaint will be referred to the relevant team or department at the earliest opportunity.
   • Our team will work with any relevant department managers, suppliers, manufacturers or any other third-party to understand what happened and identify possible solutions.
4. Progress Updates
   • We aim to keep you informed of our progress throughout the investigation where possible. If we need more time to gather information, we will let you know.
   • Where third-party involvement or investigations are required, we must adhere to their own procedures and timescales. This may result in a lengthier process, and we will keep you updated on any delays as they arise.
5. Proposed Resolution
   Once we’ve completed our review, we will share our findings and outline our proposed solution or response.

3. Timelines

• Quick Resolution
  In many cases, we can resolve your complaint quickly (within 14 days).
• Detailed Complaints
  Where additional investigation is needed; we will send our final response within 8 weeks of receiving your complaint. If we cannot respond sooner, we will keep you updated on our progress.

4. Our Response

1. Quick Resolution
   If your complaint can be resolved to your satisfaction without extensive investigation, we may issue a brief summary response or simply confirm with you that you are happy for the complaint to be closed.
2. Detailed Complaints
   If the issue is more complex or requires further investigation, we will provide a comprehensive Final Response that:
   • Clearly summarises our findings
   • Explains the reasons behind our decision
   • Outlines any actions we intend to take to resolve your complaint
   We consider a complaint closed once our final response has been issued. This does not affect your statutory or legal rights in any way.

5. What Happens If We Don’t Hear From You or Receive Insufficient Information

Sometimes we might need extra details to fully understand your complaint. If we reach out for additional information and don’t receive a response within about 14 days, or if the details provided are not sufficient for us to investigate further, here’s what will happen:

• Proceeding with Available Details:
  We’ll continue our investigation using the information we currently have, so we can work towards a resolution as quickly as possible.

• Closing the Complaint:
  If we’re unable to gather enough information to properly investigate your concern, we may have to close your complaint. This is only to ensure that our process remains efficient.

• Reopening Your Complaint:
  If you later provide the missing details or wish to discuss your complaint further, please get in touch. We’ll be happy to reopen your complaint and review it again.

6. If You Are Still Unhappy

• Products or Services
  If your complaint relates to our products or services and you are not satisfied with our final response, please let us know why. We will review your concerns again to see if there’s any further action we can take.
• Finance-Related Complaints
  • If your complaint is about your finance agreement (such as monthly repayments, interest, or charges), please contact your lender directly.
  • If your complaint is about how we introduced you to the finance, we will work with the lender to investigate and respond to you.
• Further Escalation
  If you have exhausted our internal process and still do not feel your complaint is resolved, you may wish to seek free, independent advice. For finance complaints, you may be able to contact the Financial Ombudsman Service (if applicable). For product or service disputes, you can also seek guidance from Citizens Advice or an approved Alternative Dispute Resolution (ADR) provider.

7. Our Commitment

We value your feedback and are committed to:

• Listening to your concerns
• Investigating thoroughly and fairly
• Keeping you informed
• Providing a clear and considered outcome

Your satisfaction is important to us. If you ever feel we haven’t lived up to these standards, please let us know, and we will do our best to make it right.

Thank you for giving us the opportunity to address your concerns. If you have any questions about our complaints process, please reach out to us using any of the contact methods listed above.