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Complaints Process

Most complaints arise from misunderstandings and can be resolved informally and quickly.

If you are unhappy with our service please contact our customer service manager or the customer service agent who advised you. You can use telephone, email or the chatbox to do this. Please remember, however, that we are a busy office and may require some time to get back to you. We ensure that all emails to us are dealt with and answered within 1 working day but the chatbox will usually be your best contact point.

If you are dissatisfied with the service you have received from us or the matter remains unresolved via our customer service manager, you can make a complaint by email to . Please include a subject heading of “Complaint” and supply your full name, contact details and order number.

We will acknowledge receipt of your complaint. Your complaint will be investigated and a full response provided within 1 working day. If the complaint is particularly complex and involves more than 1 department, we may require more time to investigate and resolve the issue. If the issue is complex we will advise you and give you an estimate of the time we require to resolve the issue.