Complaints Procedure

SMART Claims is committed to providing a high standard of service to everyone at all times.

We will:

• Answer your letters, faxes and emails quickly and clearly.
• Answer telephone calls promptly and ensure you are dealt with courteously and professionally.
• Provide clear and straightforward information about our services.
• Do all that we can to make our services available to everyone.
• Listen to comments about our services and ensure that if problems occur, steps are taken so that they don’t happen again.
• Treat you respectfully, considerately and fairly. However, we recognise things can go wrong from time to time.

You can complain to SMART Claims about any aspect of our service. This might be the attitude of our staff, the quality of our service or delays in receiving information or a response from us.

If you have a complaint about the service or advice you have received from your solicitor, you should complain directly to them or to the firm they work for.