Complaints Handling Policy & Procedure

Get Shrewd are committed to providing a high-quality service to all our clients for all their merchant services and utility needs. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards, and maintain our exceptional reputation. If you have a complaint, please contact your Get Shrewd contact, or our leadership team. We are happy to deal with your complaint by phone in the first instance, or by letter or email, as you prefer.

What happens next?

1. If the matter cannot be resolved after a conversation or initial correspondence, an email be sent to the client acknowledging the complaint and enclosing a complaint form. The complaint can be escalated by completing this form and sending it to the Operations Manager.

2. Upon receipt of this form from the client, the complaint will then be investigated. They will review the matter and speak to the member of staff who acted.

3. A detailed written reply to the complaint will then be sent to the client, including suggestions for resolving the matter, within 21 days of receiving the complaint form.

4. If the client remains dissatisfied at this the Managing Director, Neil Cartridge, will arrange for a review of the decision and work with them to identify their continuing concerns.

5. Get Shrewd will email the client within 14 days of receiving any request for a review, confirming the final position of the complaint together with an explanation.

6. If the complaint remains unresolved or the complaint has not been resolved within 8 weeks, the client has the right to refer their complaint to the Ombudsman Service, a free independent organisation set up to deal with complaints against Energy Brokers.