Complaints Procedure

We want to hear when something has gone wrong so we can put it right and improve. We aim to handle every complaint fairly, promptly and without charge.

You can raise a complaint by:

• Email: info@smartlyy.co.uk
• Post: Smartlyy Ltd, 20-22 Wenlock Road, London N1 7GU, United Kingdom

Please include your name, how to contact you, and a clear description of what went wrong and what you would like us to do.

• We will acknowledge your complaint promptly after we receive it.
• We will investigate and aim to provide a full response within a reasonable timeframe.
• If we need more time, we will explain why and keep you updated.

Specific timescales will be confirmed in the final version of this procedure, in line with applicable regulatory requirements.

If you are unhappy with our response, you may be able to refer your complaint to a relevant external body. Where our services involve regulated partners, the appropriate escalation route and any eligible ombudsman or dispute-resolution scheme will be set out here before launch.

We keep records of complaints and how they are resolved so that we can identify and fix recurring issues.