Formal complaint regarding SMARTY sent to them and others

Dear Sir/Madam,

Re: Formal Complaint Regarding Unjustified Account Suspension and Distress Caused

I am writing to raise a formal complaint about the way my SMARTY mobile service was suspended on 1st December 2025 without any warning or valid justification. I have been a loyal SMARTY customer for several years, and the events of today have caused significant disruption, stress, and damage to my confidence in your company.

Earlier today, SMARTY collected £8 from my account via Direct Debit as normal. Only a few hours later, my service was abruptly paused. I received no notification prior to this action, and as a result, all incoming and outgoing calls and texts were suddenly blocked.

When I eventually managed to contact SMARTY support, I was informed that my usage pattern suggested I was running a business. This accusation is entirely unfounded. I am an elderly and disabled individual who relies heavily on my phone to support my daily life. I also care for my even older mother, who lives six miles away, and whom I phone twice daily. In addition, I volunteer as a telephone befriender for a society that supports elderly and disabled people. My regular calls and messages are solely related to personal care, family support, and voluntary work.

I was then told that my level of text messaging indicated “spamming.” Again, this is wholly incorrect. At no point have I used my device for any form of commercial, automated, or inappropriate messaging.

The sudden loss of service caused significant chaos and distress. I was unable to contact my mother, relatives, or the vulnerable individuals I support. This not only disrupted my day but also put others at unnecessary risk.

I consider SMARTY’s actions to be irresponsible and unacceptable. The lack of warning, the baseless accusations, and the impact on my ability to carry out daily responsibilities have left me extremely disillusioned with your service. I have already contacted Trading Standards and the press because I believe this situation highlights a concerning failure in your customer practices and safeguarding responsibilities.

I request the following:

1. A full explanation for the suspension of my account.
2. Immediate reinstatement of my service.
3. Confirmation that my account will not be wrongfully flagged in the future.
4. An apology for the disruption and distress caused.
5. Consideration of compensation for the service loss and the impact on my day.

I expect a timely response in accordance with your complaints policy.