Complaints

Complaints Procedure

At MY Smart Home Shop, we strive to provide excellent customer service.

However, we understand that sometimes things can go wrong. This complaints procedure outlines the steps you can take if you are not satisfied with any aspect of our service or products.

If you have a complaint, please follow the steps below:

1. Contact Customer Support

Provide your name, contact details, order number (if applicable), and details of your complaint.

2. Acknowledgment and Resolution

  • We aim to acknowledge complaints within 24 hours (excluding weekends and holidays).
  • Our goal is to resolve complaints within 7 business days. We will keep you informed of any delays.

3. Escalation

If you are not satisfied with the resolution, you can escalate your complaint to our Customer Service Manager atmanager@mysmarthomeshop.co.uk. Include your original complaint reference number and reasons for dissatisfaction. We aim to respond within 5 business days.

4. Final Steps

If you remain unsatisfied, you may seek mediation through an independent consumer organisation such as Citizens Advice

5. Contact Us

For questions about our complaints procedure, contact us atsmart@mysmarthomeshop.co.ukor (+44)03300436364.

Thank you for shopping with MY Smart Home Shop.