Complaints Policy

Claim-Smart Limited is committed to providing highest possible level of service whilst acting in the best interests of our clients. However, we recognised that on occasions things may not go as planned. If something does go wrong with any aspect of our service, please tell us about it so that it can help us improve the quality and standard of our service.

If you have a complaint we need to know about it and we would ask that you inform us as soon as possible so that the issue can be addressed. If you would like to complain in writing, our address is:

Claim-Smart Limited, 91 Wimpole Street, London W1G 0EF

If you would like to complain by email contact: complaints@claim-smart.co.uk.

If you would like to complain by telephone contact: 020 3307 5218

Our Complaints Handling Procedure

Stage 1 We will promptly, send you a written or electronic acknowledgement upon receipt of your complaint, giving the name or job title of the individual handling the complaint, together with details of our internal complaints handling procedures.

Alternatively, if we are able to resolve your complaint to your satisfaction within 3 working days, we will send you a summary resolution letter which details your complaint, how we intended to resolve it and how you can escalate your complaint to the Financial Ombudsman Service in the future, should you decide that you are unhappy with our resolution.

Stage 2 If we are not able to resolve your complaint in 3 working days we will then investigate the matter and by the end of eight weeks from receipt of the complaint, send you:

a final response which will also inform you of your referral rights to complaint to the Financial Ombudsman Service, the timeframe for doing so, full contact details for the Financial Ombudsman Service and the Financial Ombudsman Service’s consumer leaflet.
a response which: explains that we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response, and informing you in writing that you can complain to the Financial Ombudsman Service, the timeframe for doing so, full contact details for the Financial Ombudsman Service and the Financial Ombudsman Service’s consumer leaflet.

You can contact the Financial Ombudsman Service at Financial Ombudsman Service, Exchange Tower, London E14 9SR, www.financial-ombudsman.org.uk, Tel: 0800 023 4567, complaint.info@financial-ombudsman.org.uk.

You must take your complaint to the Financial Ombudsman Service within six months of receiving a final response to your complaint from us.

The Financial Ombudsman Service cannot deal with all complaints and will only deal with complaints from members of the public, certain very small businesses, charities, clubs and trusts. The Financial Ombudsman Service will tell you whether they are able to deal with your complaint. If we are unable to meet any of the timescales noted above, we will let you know and explain why.

Please note that the Ombudsman are there to deal with concerns about the level of service received.

Data Protection Complaints

Under the Data (Use & Access) Act 2025 (DUAA) you have right to complain directly to us about how we handle your personal data. Data protection complaints are managed alongside our general complaints procedure.

Scope of a Data Protection Complaint

A data protection complaint is any expression of dissatisfaction relating to our processing of your personal data, including how it is collected, used, stored, shared, secured, or retained. We will treat a complaint as a data protection complaint regardless of the channel through which it is received (email, telephone, social media, post, or in-person). We also have an electronic data protection complaints form, which will be supplied to you upon request.

How to Raise a Data Protection Complaint

You can raise a data protection complaint using the contact details published in our website Privacy Policy, by requesting and submitting our electronic complaints form or by contacting our Data Protection Officer, who is Matthew Lee and can be contacted at dataprotection@claim-smart.co.uk or telephone: 020 3307 5218.

How We Handle Data Protection Complaints

When we receive a data protection complaint, we will:

Refer the matter immediately to our Data Protection Officer
Acknowledge the complaint within 30 days, as required by the DUAA
Record the complaint in our Data Protection Complaints Register
Investigate the issues raised, including reviewing relevant systems, records, and internal processes
Request further information from you, if needed
Provide a clear and reasoned response as soon as possible and without undue delay
Explain the outcome, including whether your complaint is upheld, partially upheld, or not upheld
Inform you of your right to escalate the matter to the Information Commissioner’s Office (ICO), if you remain dissatisfied

Relationship with Our General Complaints Procedure

Data protection complaints are handled under this dedicated process because they relate to statutory rights under the DUAA, UK GDPR, and the Data Protection Act 2018. Where a complaint includes both service-related issues and data protection concerns, we will:

manage the data protection elements under this DUAA-aligned process, and
manage any service-related issues under our standard complaints procedure.

We will ensure you receive a coordinated and consistent response.

Interaction with Your Data Subject Rights Requests

If a complaint also includes a request to exercise a data protection right (e.g., access, rectification, erasure, objection), we will process the rights request under the UK GDPR while also handling your complaint under this section.

You will not be charged for our work investigating a complaint made by you. If because of a special need, you require us to deal with your complaint or communicate with you in a particular way please let us know so that in as far as is practicable, this may be accommodated. The Claims Management Ombudsman (part of the Financial Ombudsman Service) is an Alternative Dispute Resolution (ADR) entity, whose procedures claims management’ firms are obliged to comply.

Version 1.03

Our Data protection Complaints Form version 1.01 can be downloaded here