Complaints

​Should there ever be an occasion when you feel that we did not deliver on our promise, we will do everything possible to deal with the issue quickly and fairly. 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

Citibase

42 – 44 Clarendon Road

Watford, WD17 1JJ

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. In the unlikely event that we are unable to resolve the complaint within 8 weeks, we will contact you to let you know about the actions we are taking to reach a solution.

​If you are unhappy with our decision, or if we do not complete our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is:

Financial Ombudsman Service

Harbour Exchange Square

London E14 9SR

or you could call them on 0800 023 4 567