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03333 449 559

Tell us how we're doing - we're listening

Whether you'd like to share feedback about our service or raise a concern, we want to hear from you. We treat every comment and complaint with equal importance, and we handle complaints fairly, promptly and in line with our FCA obligations.

Share feedback Make a complaint
Acknowledged within 5 working days
Free Ombudsman escalation
FCA-regulated process
In short

To share feedback or make a complaint, contact Smart Cover by phone on 03333 449 559, by email at enquiries@smart-cover.co.uk, by post, or through our online chat. We aim to resolve complaints straight away; if we can't, we'll acknowledge your complaint within 5 working days and send our final response by the end of 8 weeks. If you're still unhappy, you can refer your complaint to the Financial Ombudsman Service free of charge, within 6 months of our final response.

Choose your path

Feedback or a complaint - we want both

Positive or critical, your input helps us get things right and improve. Pick whichever fits what you'd like to tell us.

Share feedback

Tell us what went well or where we could do better. Your comments shape our products and service - and a public review helps other homeowners too.

  • Compliment a team member or share a good experience
  • Suggest an improvement to a product or process
  • Leave a review on Trustpilot or Smart Money People
Leave feedback

Make a complaint

If we didn't deliver on our promise, please let us know. We'll do everything possible to put it right quickly and fairly, and keep you updated throughout.

  • Raise a concern about a policy, claim or service
  • We acknowledge within 5 working days
  • Escalate to the Financial Ombudsman if still unhappy
How to complain
Ways to reach us

How to get in touch

The easiest way to raise a complaint is simply to call us. You can also email, write to us, or use our online chat.

By phone

Call us on
03333 449 559

By email

Write to
enquiries@smart-cover.co.uk

By post

Smart-Cover Direct Ltd, Citibase, 42–44 Clarendon Road, Watford, WD17 1JJ

When writing to us, please include your name, policy number if you have one, what happened, and how you'd like us to put it right - it helps us resolve things faster.

Our promise

What happens after you complain

We keep our complaints process simple, flexible and fair, and we keep you updated at every stage. Here's the timeline you can expect.

Straight away

We try to put it right immediately

We'll always attempt to resolve your complaint the moment you contact us.

3d
Within 3 working days

Resolved & confirmed in writing

If we resolve your complaint within 3 working days of you contacting us, we'll send you written confirmation of the resolution.

5d
Within 5 working days

We acknowledge your complaint

If we can't resolve it straight away, we'll acknowledge your complaint and let you know what we're doing about it.

4w
By the end of week 4

An update on our investigation

If it's still open, we'll contact you with an update - and send our final response if it's ready.

8w
By the end of week 8

Our final response

We'll send our final response with our review, findings and decision - or explain why we're not yet able to reach a conclusion.

Still unhappy?

Financial Ombudsman Service

If you're unhappy with our final response, or we haven't sent it by the end of week 8, you can refer your complaint to the Financial Ombudsman Service free of charge - within 6 months of the date of our final response letter.

How we handle complaints

Fair, transparent and always improving

As an FCA-regulated firm, we report our complaints to our regulator periodically and continually work to exceed regulatory requirements. Our complaints process aims to:

  • Help us learn from our mistakes and put things right
  • Continue to achieve high levels of customer satisfaction
  • Make sure our products and services live up to your expectations
  • Treat you fairly and deliver on our promises at all times
  • Keep the process simple, flexible and fair from start to finish
Independent escalation

The Financial Ombudsman Service

If you're not happy with our final response, or we didn't send it by the end of the 8th week, you have the right to take your complaint to the Financial Ombudsman Service (FOS) - a free, independent complaint-resolution service. You must refer your complaint within6 monthsof the date of our final response letter.

Contact the Financial Ombudsman Service

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Phone: 0800 023 4567
Web: www.financial-ombudsman.org.uk

Good to know

Free of charge Independent Within 6 months

If you don't refer your complaint in time, the Ombudsman may only be able to consider it in very limited circumstances.

Send it to us

Share feedback or start a complaint

Fill in the form and we'll get back to you. If it's a complaint, this starts our process and we'll acknowledge it within 5 working days.

Prefer to talk it through now? Call 03333 449 559 or email enquiries@smart-cover.co.uk.

Answers

Feedback & complaints FAQs

How do I make a complaint to Smart Cover? +

The easiest way to complain is to call us on 03333 449 559. You can also email enquiries@smart-cover.co.uk, use our online chat, or write to us at Smart-Cover Direct Ltd, Citibase, 42–44 Clarendon Road, Watford, WD17 1JJ.

Please include your name, your policy number if you have one, what happened, and how you'd like us to put it right - this helps us resolve your complaint as quickly as possible.

How long does Smart Cover take to respond to a complaint? +

We always try to resolve complaints straight away. If we resolve it within 3 working days of you contacting us, we'll confirm the resolution in writing.

If we can't resolve it immediately, we'll acknowledge your complaint within 5 working days. We'll update you by the end of the 4th week if it's still open, and we aim to send our final response by the end of the 8th week.

How do I escalate my complaint to the Financial Ombudsman Service? +

If you're unhappy with our final response, or we haven't sent it by the end of the 8th week, you can refer your complaint to the Financial Ombudsman Service (FOS). It's a free, independent service.

You can call the FOS on 0800 023 4567, visit www.financial-ombudsman.org.uk, or write to Financial Ombudsman Service, Exchange Tower, London E14 9SR. You must refer your complaint within 6 months of the date of our final response letter.

Is the Financial Ombudsman Service free to use? +

Yes. The Financial Ombudsman Service offers a free, independent complaint-resolution service for consumers. There's no charge to refer an eligible complaint.

Remember you need to refer your complaint within 6 months of the date of our final response letter, otherwise the Ombudsman may only be able to consider it in very limited circumstances.

How do I leave feedback or a review? +

We'd love to hear from you. You can send feedback using the form on this page, call us on 03333 449 559, or email enquiries@smart-cover.co.uk.

To leave a public review, you can rate us on Trustpilot or on Smart Money People, where we're rated 4.61 out of 5. Your feedback helps other homeowners and helps us improve.

Can I complain by phone, email or post? +

Yes - you can raise a complaint whichever way suits you. Call 03333 449 559, email enquiries@smart-cover.co.uk, use our online chat, or write to Smart-Cover Direct Ltd, Citibase, 42–44 Clarendon Road, Watford, WD17 1JJ.

However you contact us, we'll treat your complaint with the same importance and follow the same fair process.

What information should I include in my complaint? +

To help us resolve things quickly, please include your full name, your policy or reference number if you have one, a clear description of what happened and when, and how you'd like us to put it right.

If you have any supporting documents or reference numbers, sharing them when you first get in touch can speed up our investigation.

Does complaining affect my policy or cover? +

No. Raising a complaint or sharing feedback won't affect the cover you've bought. We treat every complaint fairly and use what we learn to improve our products and service.

Your complaint is handled under our standard, FCA-regulated process, and you keep all the rights set out in your policy.