1. Who this is for
This code applies to every practice that uses Smileline, including the Smileline Voice telephone service, and to anyone acting on a practice's behalf. It explains how to complain, the timescales we hold ourselves to, and what independent routes exist if we cannot resolve the matter. It sits alongside our Terms of Service; nothing here takes away rights the Terms or the law give you.
2. How to complain
- In the app: Help → Contact support, or the support widget on any page. This is the quickest route because it reaches the team with your practice already identified.
- By email: support@smileline.io with "Complaint" in the subject line.
- By post: SmileLine Technologies Ltd, 1 Lyric Square, London, W6 0NB, United Kingdom.
Tell us what happened, when, which practice and which numbers or accounts are affected, and what you would like us to do. If you need us to communicate in a particular way — large print, a different language, a named contact — say so and we will arrange it.
3. What happens next
- We acknowledge every complaint within two business days and give you a reference and the name of the person handling it.
- We aim to resolve complaints within ten business days. If we need longer — for example because a carrier or another provider has to investigate — we tell you why, and we update you at least every ten business days until it is resolved.
- Our final written response sets out what we found, what we have done or will do, and, where we have got something wrong, what we are offering to put it right.
A complaint about a lost or misrouted call, a number, or a port is treated as urgent: we look at the call record the same business day and keep the underlying data — call logs, recordings where enabled, provider events — for as long as the complaint is open, regardless of ordinary retention.
4. If you are not satisfied
If you are unhappy with our final response, or eight weeks have passed since you first complained without a resolution, you can ask for the complaint to be reviewed by a director of SmileLine Technologies Ltd by writing to the address above. You can also use the independent routes below, which do not depend on our agreement.
- Alternative dispute resolution (UK): see our Disputes and alternative dispute resolution page for the independent scheme available to eligible customers of Smileline Voice, and how to refer a complaint to it.
- Regulators: for telephone services in the United Kingdom, Ofcom does not handle individual complaints but does record them and can act on patterns. For data-protection concerns you may contact the Information Commissioner's Office (UK) or your national supervisory authority (EU/EEA), at any time.
5. Keeping this code honest
We record every complaint, its timescales and its outcome, and we review them each quarter to fix the causes rather than the symptoms. This code is published at this address; the version and date below change whenever the text does.