Complaints Policy
Claim-Smart Limited (“Claim-Smart”) is committed to providing the highest possible level of service and acting in the best interests of our clients. However, we appreciate that on occasions, despite our best care, things may not go as planned. If anything does go wrong, please tell us about it so that it can help us improve the quality and standard of our service.
1. HOW TO COMPLAIN
If you have a complaint, we need to know about it and we ask that you inform us as soon as possible so that the issue can be addressed. Please provide sufficient information for us to identify who you are and details of your complaint.
If you would like to complain in writing, our address is:
Claim-Smart Limited, Berkeley House, Berkeley Square, London W1J 6BD
You can also complain by email to complaints@claim-smart.co.uk or by telephone to +44 20 3307 5218.
2. OUR HANDLING PROCEDURE
Stage 1 Upon receipt of your complaint, we will promptly send you a written or electronic acknlowedgement of your complaint with the details of the team member who will handle your complaint and we will investigate your complaint.
If we are able to resolve your complaint to your satisfaction within three (3) working days, we will send you a summary resolution letter which details your complaint, whether we uphold the complaint, and if so, how we propose to resolve it.
Stage 2 If we are not able to resolve your complaint within [three (3) working days], we will then investigate the matter further and at the end of eight (8) weeks from receipt of the complaint, send you:
(a) a final response detailing results of the investigation, which will provide you details of the Financial Ombudsman Service whom you will be entitled to refer the complaint to if you are unhappy with our response, the timeframe for doing so, full contact details for the Financial Ombudsman Service and the Financial Ombudsman Service’s consumer leaftlet; or
(b) a response which explains that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response, which will include details of the Financial Ombudsman Service whom you will be entitled to refer the complaint to if you do not wish to wait, the timeframe for doing so, full contact details for the Financial Ombudsman Service and the Financial Ombudsman Service’s consumer leaflet.
3. FINANCIAL OMBUDSMAN
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 Financial Ombudsman Service is there to deal with concerns about the level of service received.
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.
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