Smarty: Official Grievance Redressal & Escalation Protocol

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Verified: 9 March 2026 10:45 pm UK Time

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Industry: Mobile Telecommunications (MVNO)
Jurisdiction: United Kingdom
Primary Regulator: Ofcom

Important Safety Warning: Beware of fake customer service numbers on search engines. SMARTY staff will never ask for your account PIN, your online portal password, or ask you to read back a one-time security code to verify your identity.

Level 1: Customer Support (Initial Complaint)

  • How to complain: Because SMARTY is an online-only network, you must raise an initial complaint directly through your online account using the Webchat feature or the dedicated complaints web form.

  • Online: Log into the SMARTY dashboard and open Webchat, or visit smarty.co.uk/complaints to log a ticket.

  • Support: Complaint by calling 0333 3381054.

  • Accessibility Support: If you are a vulnerable customer or require accessibility assistance, you can call their dedicated accessibility line at 0333 338 1047

  • Source Verification Note: SMARTY Complaints Code of Practice

  • Availability: Webchat agents are available Monday to Sunday from 8:00 AM to 8:00 PM (UK Time). The community support forums are available 24/7.

  • Timeline: SMARTY agents aim to respond to all initial queries rapidly, and they state an internal goal of resolving all formal complaints within 28 days.

Level 2: Formal Corporate Escalation (Notice of Dispute)

  • Who to contact: If the Webchat agents cannot resolve the issue, you must formally escalate it to their central complaints team. Send a written letter detailing your account username, mobile number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.

  • Complaints Postal Address: Complaints, SMARTY, Hutchison 3G UK Ltd, 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF

  • Timeline: Under Ofcom regulations, SMARTY has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.

Level 3: Regulatory Authority (Government Ombudsman)

  • Authority: Communications Ombudsman (Note: SMARTY does not use CISAS).

  • Portal/Contact: The Communications Ombudsman is the Ofcom-approved, free dispute resolution service for SMARTY complaints. You can submit a complaint online or by email:

  • Website: commsombudsman.org

  • Email: enquiry@commsombudsman.org

  • Phone: 0330 440 1614

  • Timeline (CRITICAL): You can only refer your complaint to the Ombudsman after you receive a Deadlock Letter from SMARTY, OR if 8 weeks have passed since your initial formal complaint without a resolution. You must escalate the complaint to the Ombudsman within 12 months of receiving your Deadlock Letter.

Level 4: Legal Action (Final Step)

  • Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to SMARTY’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.

  • Legal Address: Hutchison 3G UK Limited (Trading as SMARTY), 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF

  • Court: If the LBA fails and the Ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.

  • Source Verification: Make a court claim for money (GOV.UK)

Community Action: Is SMARTY still ignoring your number porting issue or billing dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right Communications Ombudsman complaint templates!