Complaints Procedure

At Smart Family Ltd we aim to provide you with the best possible service whilst handling your claim, but we know that sometimes things can go wrong. When this happens, we want to know immediately. We do not just want to resolve your complaint; we want to learn what went wrong and how we can stop the same issue happening again.

How to make a complaint

If you need to contact us with a complaint, you can do so by email or in writing using the details below.

By email: admin@smartclaims.claims

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

To help us investigate fully, please provide us with as much information as you can about your concern, including your reference number, full contact details and the dates involved.

We take every complaint seriously

Once we understand your complaint, we will do all we can to put things right. If we cannot fix a complaint immediately, we will respond within five business days with a written or electronic acknowledgement and identify the person who will be dealing with the complaint.

Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle the complaint.

Within four weeks

Within four weeks of receiving a complaint, we will send you either:

1. A final response which adequately addresses the complaint; or
2. A holding response which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks

Within eight weeks of receiving a complaint, we will send you either:

1. A final response which adequately addresses the complaint; or
2. A response which explains why we are still not in a position to make a final response, gives reasons for the further delay and indicates when we expect to be able to provide a final response.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.

Appropriate redress will not always involve financial compensation. It could involve an apology or another suitable form of redress.

Claims Management Ombudsman

If you feel that your complaint has still not been handled effectively after receiving our final response, you have the right to contact the Claims Management Ombudsman, which is part of the Financial Ombudsman Service:

Telephone: 0800 023 4567

Website: cmc.financial-ombudsman.org.uk