How to Complain to Smile
Step by step: where to complain, what to say, and where to go if Smile does not put it right.
Consumer Protection UK is independent and is not connected to Smile. This guide uses information published by Smile and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Smile official complaints page (opens in a new tab)
Smile says you can complain by secure message in online banking, by email, by phone or by post. It says it acknowledges complaints within 5 working days, and for payment service complaints gives a resolution or update within 15 calendar days. - If it is not resolved
- Financial Ombudsman Service
- When you can escalate
- If you are dissatisfied after 8 weeks, or with the bank's decision, you can refer the complaint to the Financial Ombudsman Service (company's wording).
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Smile's complaints page lists the same complaints address as the Co-operative Bank.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- If you have been scammed, call your bank straight away. Rules from 7 October 2024 mean most banks must refund bank-transfer scam victims, up to £85,000, if you claim within 13 months of the last payment.
- If you paid for goods or services by credit card (over £100 and up to £30,000) you may be able to claim from the card provider under Section 75. For debit cards, ask about a chargeback.
- Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Free guide only. Complaints about banks, cards, loans and insurance are regulated financial matters, so we give free information and letter templates here but do not take these on as cases. The free letter templates and the ombudsman named above are the best next steps.