Feedback

At Smart-Cover Insurance Services, we strive to deliver an exceptionally high quality service, getting things right the first time, every time. However, we regretfully accept that sometimes we get things wrong. That’s why we want you to let us know about any comments or complaints you have, so that we can put it right for you swiftly and improve our service in the future.

You need to know that we treat every complaint with equal importance and urgency. We address all feedback and complaints as quickly as possible.

Our complaints process aims to:

• Help us learn from our mistakes.
• Continue to achieve high levels of customer satisfaction.
• Make sure our products and services live up to the expectations of our customers.
• Treat you fairly and deliver on our promises at all times.
• Since we began, customers have shared their feedback with us. We have implemented their suggestions then and now:
• You can engage with us using our online portal and chat service
• You can request documentation via email and confirmation via text messaging
• You wanted the flexibility of a monthly contract. You now have it; placing you in full control.

Fairly. Just like our core values, we always keep you in the forefront of all our decisions. As a Financial Conduct Authority (FCA) regulated firm, our complaints are reported to our regulator periodically whilst consistently working on the way we handle complaints to exceed regulatory requirements, meeting your needs. Even though, we are keeping our complaints process simple, flexible and fair, sometimes we need more time to investigate the concerns in details.

We will always aim at delivering a fair, transparent and swift solution to your complaint. If we are able to do so within 3 days of you contacting us, we will do so and send you a written confirmation of the resolution.

Once you contact us with any complaint and we were not able to resolve it to your satisfaction, we promise to get back to you within 5 working days to acknowledge your complaints and advise you about what we are doing.

In the unlikely event that we are not able to resolve the complaint within 5 days, at the end of the 4th week, we will contact you again to provide you with an update about our investigation. If possible, we would send you our final response to your complaint, detailing our review, findings and decision.

Should it take even longer to us to deliver a fair decision, we will contact you again by the end of the 8th week. At this point, we either explain what we have found and send you our final response or will tell you why we are unable to come to a conclusion at this stage.

Please let us know if you feel that we failed to honour our commitments made to you. The easiest way to complain is simply to give us a call on 03333 449 559.

If you wish to write, please use the most appropriate option below to ensure that your complaint is dealt with promptly:

Smart-Cover Direct Ltd T/A Smart Cover Insurance Services Ltd

3rd Floor, 21 Station Road

Watford

WD17 1AP

Following your comment, now you can also contact us with your comment via email atenquiries@smart-cover.co.ukor by using our online chat platform.

We will always attempt to resolve your complaint immediately. If we are unable to provide you with a satisfactory solution, we will acknowledge your complaint within 5 business days.

If you are not happy with our decision or we did not send you our final response by the end of the 8th week, you have the right to take the complaint to the Financial Ombudsman Service who offer a free independent complaint resolution service.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way it will be forwarded to the Financial Ombudsman Service.

Click here to access the Online Dispute Resolution Service.Please quote our e-mail address: enquiries@smart-cover.co.uk

Alternatively, you can contact the Financial Ombudsman Service directly. Their address is:

Financial Ombudsman Service

Exchange Tower

London E14 9SR

or you could call them on0800 023 4 567.