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We are committed to resolving any issues promptly and fairly
At Smart Legals, we are committed to providing a high standard of service to all of our investors and clients. We take complaints seriously and aim to resolve any issues quickly, fairly, and transparently.
We define a complaint as any expression of dissatisfaction, whether oral or written, and whether justified or not, about the provision of, or failure to provide, a service or investment product.
This policy sets out how you can make a complaint and what you can expect from us in terms of our response and resolution process.
You can submit a complaint to us using any of the following methods:
15 Parsons Court, Welbury Way,
Aycliffe Business Park,
County Durham DL5 6ZE
Once we receive your complaint, we will follow a structured process to ensure it is handled fairly and thoroughly:
We will acknowledge your complaint in writing within 5 business days of receipt. This acknowledgement will confirm the details of your complaint and provide you with the name and contact details of the person handling your case.
We will thoroughly investigate your complaint. This may involve reviewing relevant documents, speaking with team members involved, and gathering all necessary information. We may contact you during this process if we require additional information or clarification.
We aim to resolve all complaints within 8 weeks of the date we receive your complaint. We will send you a final response letter detailing our findings, the outcome of our investigation, and any action we propose to take. If we are unable to resolve your complaint within 8 weeks, we will write to you explaining the reasons for the delay and give you an indication of when we expect to provide a final response.
After resolving your complaint, we may follow up with you to ensure you are satisfied with the outcome. We also use complaints as an opportunity to improve our services and processes.
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial businesses.
Post:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Phone: 0800 023 4567 (free from mobiles and landlines)
Phone: 0300 123 9123 (calls cost no more than calls to 01 or 02 numbers)
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response. The Ombudsman will only consider your complaint after we have had the opportunity to resolve it first.
If you would like to discuss any concerns before making a formal complaint, or if you need assistance with the complaints process, please do not hesitate to contact us:
Email: info@smartlegals.co.uk
Phone: 0132 580 8936
Address: 15 Parsons Court, Welbury Way, Aycliffe Business Park, County Durham DL5 6ZE