We are sorry to advise that SmartPlan is no longer available to new or existing customers
FREQUENTLY ASKED QUESTIONS
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Q. I have received a letter from ThinkSmart about my agreement ending, what should I do?
A. Nothing. We have recently written to all of our customers whose SmartPlan agreements fall under FCA regulation to advise that we will cease to undertake regulated activities as of March 31st 2024. This means that we will stop collecting payments from these customers in March 2024. At this point, ownership of the equipment covered by these agreements will pass to the account holder. If you have not received an email from us, we will continue to collect payments as detailed in your agreement.
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Q. I have a question about my existing SmartPlan?
A. You can send an email to [email protected] or via this form and we will aim to respond to your query the following business day.
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Q. What happens at the end of my SmartPlan?
A. Once you have made all of the payments due in the minimum term of your agreement (36 or 48) you have two options;
- Return the equipment to us to end your agreement
- Continue to make payments and lease the equipment until you are ready to return it to end your agreement
We will contact you when you have six months remaining in the minimum term of your agreement to remind you of these options and again when you have three months remaining. Please note, if you do not advise us what you would like to do at this point we will assume that you wish to continue to lease the equipment from us and will continue to collect payments until the equipment is returned to us.
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Q. How do I return the equipment from my SmartPlan lease?
A. You should return the equipment to us via courier or post, ensuring that the delivery method is tracked and insured as you remain liable for the equipment until it is received by us.
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Q. How do I make a complaint?
A. We are sorry to hear you are unhappy with our service, and we want you to know we take complaints seriously and use them to review and improve our products and services. You can make a complaint by:
Email - [email protected]
Letter - Customer Support Team, RentSmart Limited, Digital World, Lowry Plaza, The Quays, Salford, M50 3UB
If your complaint is eligible and you are not happy with our decision regarding your complaint and wish to take it further you may ask the Financial Ombudsman Service to review your complaint. You can contact them using the details below:
Phone - 0300 123 9123 Email - [email protected]
Online - www.financial-ombudsman.org.uk (Link opens in a new window)
Letter - The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
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