SmartSearch Arvostelua 

Had to use this service during a house purchase, felt the need to dissuade anybody who is thinking of using this service for any customer facing task.

The app they use is terrible, only supported on mobile devices and only supporting Google chrome browsers meaning a huge chunk of accessibility is gone immediately, along with user autonomy.

Once forced to install chrome on my mobile device I tried 3 times to complete my identity check, each time there was a crash and I was taken back to the start of the process where I was told I couldn't proceed due to an active session.

There are no back buttons during the process so if you make a mistake you can't return, and pressing the browser back button takes you back to the start screen where once again, you cannot start over because there is an active session.

It took me 2 days to complete these checks using this system, if you're a business that needs Identity checks done any quicker than that, these aren't the people you want to work with

*** STAY CLEAR FROM THEM ***
Terrible service, terrible attitude, uncooperative and difficult to speak to after signing up.
Shocking how they work and we urge anyone reading this not to sign up with them!

Great customer service from Holly Bateson and Hannah Taylor. Very easy to use and comprehensive. Makes my life easier as an FCA regulated company. Would recommend.

The contract wording is misleading, particularly around the break/opt-out clause.
It states notice can be served “at any time,” but in practice a much narrower interpretation was applied, which is not clearly set out in the agreement.
Be very careful and make sure you fully clarify the clause in writing before signing — or negotiate clearer terms if possible.

When you want to leave, you realise you're dealing with a highway man!! It's like a criminal organisation! everything seems fine, then when you want to leave they advise you your contract has auto rolled over to another year. They then enforce this meaning it's impossible to actually leave. DO NOT use this company! I'll be seeing them in court which I'm personally looking forward too! They give you the hard sell when your bundle runs out (Which is illegal), They lie, They have an unreasonable contract which you have to give notice 3 months before renewal. If your an hour over they enforce it. They state they will contact you for renewal but they don't! Therefore trapping you for a new year. BAD ACTOR!! STAY AWAY!!

Software simply doesn't work. Waste of user time.

Well, were to start?
Sales team are dreadful and promise credit to the account but don't state it needs to be used in the 1st year.
To be honest Frank my account manager was great but the service and charging structure is dreadful, will certainly move elsewhere at the end of my contract as like others they lock you in to a **** service and no real way out.

Don't be fooled the system is good but the charging structure and incorrect advice received by the sales team sucks as once they have you they abuse the contract, I now have 22 months to go but will never recommend this company.

Onwards and upwards as they will eventually fail in this industry I'm sure, hopefully before my next renewal.

I was asked to verify myself with a selfie on smart search, it became and endless task with no solution. So difficult to use !

Solicitor sent me a link to take a selfie. Hopeless instructions. No confirmation of the process stage. Locked out with a session in progress response. No idea what data has been sent back. Rubbish software writers who did not properly commission the app by testing with normal people not just their commercial partners.

The software itself is quick and easy to use.

A 3 year contract requirement is far too long a commitment. Particularly for new companies with no knowledge of whether they'll even be trading in 3 years. They allow notice to be served for a 1 year exit, so long as you remember to give that notice by the expiry of the 9th month. If you are 1 day out, you have to pay for an additional 27 months (in my case, had I not remembered to give notice would have cost me an extra £2500)

Having to guess how many credits will be required providing a non transparent pricing strategy making companies gamble on spend and credits with no ability for a refund or rollover if unused at the end of the year.

Poor customer service, emails not responded to, delays for calls to be returned, multiple staff changes in the 9 months I have been with them making for lines of communication to be fractured causing delay and frustration in the day to day running of a business.

Called at 5:02pm once and was unable to reach anyone or leave a voicemail. Nowhere online or by voicemail are opening hours stated.

Terms and conditions changed without warning by pop up when using the services one day. Changing to a flexible charging arrangement whereby the costs can change at any time "to meet inflationary costs etc etc". Confusing wording, when I asked for clarity on the new terms, I was simply sent a copy of the terms which I needed help understanding in the first place which was unhelpful.

On my welcome call I was advised by a previous member of staff that if I used up all my credits, would I be able to top them up to see me through the year to which I told I could. It was a very different story then, when they were looking to secure my business, as I now find myself in a situation where I have used all my credits but as I have given my notice in, it would appear as an act of spite, they are now requesting a minimum spend of £524 for just 6 weeks extension. This is a clear change of position from what I had been told and continues the lack of consistency and professionalism which I have been subject to at various points through this working relationship.

I will be taking my business to Hipla who provide the same service, included via my Propertymark Company Advantage membership, I just hope others think twice before engaging with Smart Search or have remembered to give notice before the expiry of the 9th month of their agreement. I am also making a formal complaint to the recognised trade body to ensure future customers are treated consistently and fairly.

Diabolical customer service with zero understanding in how to retain clients. The notion that you must guess how much credit to top up and then lose your credit if it was not used is completely unacceptable.

I would stay well away

[This is SmartCredit Limited trading as SmartSearch, a company registered in England and Wales under registered number 05534508, registered office at Mayfield House, Lower Railway Road, Ilkley, Leeds, LS29 8FL]

I received an Experian alert that this company had searched my credit report on 1 May 2024. I was not aware of any reason for this. I contacted the company using their web site contact form, giving my details and asking why they had performed the search. I received no response, not even an acknowledgement. Over a period of two weeks I sent a further two requests for clarification asking for a response. I have received nothing back from this company.