Smart & Cook Limited prides itself on providing customers with the highest level of service in all areas of the business. It is important that we listen to feedback from customers and share experience, as this will enable us to improve our standards of service for the future. We always endeavour to resolve complaints to the customer’s satisfaction.

If you have a cause for complaint it is important that you know that we are committed to providing you with an exceptional level of service and customer care. However, things do go wrong and there may be occasions when you feel that we have not provided you with the service you expected. Please let us know as soon as possible in order that we can try to put things right.

Who to contact?

1. You may make a complaint by contacting us at the office where you arranged your policy by letter, telephone, or in person.
2. If the person that you speak to cannot assist you please ask to speak with a director. You may also direct your complaint directly to our deputy managing director.

• in writing:
  
  address your letter to:
  Neil Thornton, Deputy Managing Director
  Smart & Cook Limited
  4-6 Ripon Road
  Harrogate HG1 2HH
• by phone: 01423-522431
• by fax: 01423-523467

What will happen?

We will acknowledge your complaint within 5 business days. Our letter will identify the name and company position of the person responsible for dealing with your complaint and provide you with their contact details. We will conduct an investigation into your complaint and within 20 business days send you either a final response or, if we are unable to finalise the matter within this timeframe a further letter. Within 8 weeks we will send you a letter with our final response.

If you are not satisfied with our response you may be able to refer your case to the Financial Ombudsman Service (FOS) which operates a dispute resolution facility. This service is open to private individuals and small businesses with a turnover of less than £1million. They can be contacted:

• in writing:
  
  South Quay Plaza
  183 Marsh Wall
  London E14 9SR
• by phone: 0845 080 1800
• email: complaint.information@financial-ombudsman.org.uk
• website: www.financial-ombudsman.org.uk