Service Charter

Customer Service Charter

Our Customer Service Charter

As a customer of a Smartgroup company, you can expect a simple and rewarding experience that is easy to understand and even easier to manage.   

We continually look for ways to innovate and simplify the products and services we offer, and ask you, our customer, to let us know how we’re going so that we may learn from your experience dealing with us - both good and otherwise.

Our commitment to you

Our mission is to make the services we offer easy to understand, and for them to be simple and seamless so that you may take full advantage of your benefits.

We will:

We value your feedback – it’s what drives us to improve the way we serve – so if you feel we’re not meeting this commitment to you, we’d like to know about it. To lodge a complaint and understand how your complaint will be handled, see our Complaints Charter.

So that we can provide the service you’ve come to expect from us, we ask that you:

Get in touch with us whenever and however it suits

We’re here to assist when you need us. To find the communication channel that suits you, see Contact Us.

We respect and protect your personal information

Our Privacy Policy explains how we ensure the security and privacy of your personal and financial information. You can view our Privacy Policy in full on our website.

For your peace of mind, we: