COMPLAINTS PROCEDURE

Last Updated: July 2026

At SmartHomeTime, we are committed to providing high-quality electrical, smart home, automation, EV charging, solar, and related technical services. We value customer feedback and take all complaints seriously.

1. HOW TO SUBMIT A COMPLAINT

If you are dissatisfied with any aspect of our service, you may submit a complaint in writing by email.

Please include the following information:

• Your full name

• Contact details

• Property address (if applicable)

• Date of service

• Description of the complaint

• Any supporting documents, photographs, or evidence

2. COMPLAINT REVIEW PROCESS

Upon receiving your complaint, we will review the information provided and investigate the matter where necessary.

Additional information may be requested to assist with our investigation.

3. RESPONSE TIME

We aim to respond to all written complaints within fourteen (14) calendar days of receiving the complaint.

In complex cases requiring further investigation, additional time may be necessary. If this occurs, we will inform you accordingly.

4. RESOLUTION

Where appropriate, we may:

• Provide clarification regarding the service provided

• Offer corrective action

• Arrange an inspection or follow-up visit

• Work with the responsible contractor or partner company

• Provide another reasonable resolution based on the circumstances

5. THIRD-PARTY CONTRACTORS

Where services have been carried out by an independent contractor, subcontractor, or partner company, the complaint may be forwarded to the responsible service provider for investigation and resolution.

The contractor performing the work remains responsible for their workmanship, services, and contractual obligations.

6. CUSTOMER COOPERATION

Customers are expected to cooperate reasonably during the complaint investigation process and provide any information required to assess the matter fairly.

7. CONTACT DETAILS

Complaints should be submitted by email using the contact details published on SmartHomeTime.com.

All complaints submitted in writing will be reviewed and responded to as outlined in this procedure.

8. POLICY CHANGES

SmartHomeTime reserves the right to update this Complaints Procedure at any time. The latest version published on the website shall appl