Smart Home EnergyComplaints
We want Smart Home Energy to be useful and honest. If something's gone wrong — the tool got your saving wrong, an email arrived you didn't sign up for, a switch didn't happen as expected, or anything else — we want to hear about it.
How to complain
Email us at info@smarthomeenergy.co.uk with:
- What happened
- When it happened (date and rough time if you have them)
- The email address you used on Smart Home Energy, if applicable
- What you'd like us to do about it
What happens next
- We'll acknowledge your complaint within 2 working days.
- We'll give you a full response within 7 working days.
- If we need more time to look into something complex, we'll tell you within the 7 days what we're doing and when we expect to have an answer.
If we can't resolve it
If you're not happy with our response, you can escalate:
- For data protection issues(e.g. we mishandled your personal data): the Information Commissioner's Office — ico.org.uk/make-a-complaint or 0303 123 1113.
- For the switch itself(e.g. your new supplier made a mistake during the switch): contact your new supplier's complaints team first. If unresolved after 8 weeks, escalate to the Energy Ombudsman — energyombudsman.org or 0330 440 1624. Smart Home Energy is not the supplier, so complaints about the switching experience with the supplier itself go to them, not us — but tell us anyway, so we know.
- For misleading comparison claims (e.g. you think our tool gave you factually wrong advice): Citizens Advice consumer service — 0808 223 1133.
Who we are
Smart Home Energy is a trading name of OLISB Ltd. We're registered with the Information Commissioner's Office under registration number ZC131908.
We are not currently accredited to the Ofgem Confidence Code — the voluntary accreditation scheme for energy price comparison sites. We welcome feedback on whether our tool meets the same standards and we publish our methodology openly so you can check.
Last updated: 23 April 2026.