Simple & Smart Insurance

At Simple & Smart Insurance we take complaints seriously. We hope you find our service meets your expectations, however, we do realise that in any organisation situations can arise which are not satisfactory for all parties.

Steps you can take to inform us of a complaint:

• Should you have any complaints about the service provided, please, in the first instance, contact the Manager at our local office handling your insurance arrangements.
• You may also write to The Compliance Officer, Simple&Smart Insurance, 25 Coventry Road, Birmingham, B10 0RU or telephone us on 0330 33 22 111
• It is suggested you put details of your complaint in writing to ensure a full understanding and of the points being raised.

Steps we will take to deal with your complaint:

• We will acknowledge receipt of your complaint with 5 working days
• We will fully investigate the circumstances of your complaint and if after 4 weeks our investigations have not concluded we will notify you in writing, and if you are not happy with progress to date you may contact the insurers directly, you may also be entitled to refer the complaint to the Financial Ombudsman Service (FOS).
• We will endeavour to act fairly and reasonably at all times and provide you with a professional service. If you cannot resolve your complaint with us, you may be entitled to refer it to the FOS to which we subscribe. The contact details are as follows:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR or e-mail financial-ombudsman.org.uk The telephone number is 0207 964 1000. The FOS is available to Retail (private) customers and Commercial customers with a turnover of less than €2M (Euros).

We are covered by the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

All deposits paid via debit & credit cards are non refundable. If all policies are paid in full when required to cancel, a refund will be calculated pro rota.

Further information about compensation scheme arrangements is available from the FSCS.