I have instructed Smart Accident Claims Ltd to deal with and represent my claim on my own free will. I acknowledge my rights to cancel my instructions to Smart Accident Claims Ltd to act in respect of my claim within 14 days for any reasons and that I can do this in writing without incurring any costs to me. I am also aware of my right to cancel after this cooling off period has expired but I may then be liable to pay reasonable costs incurred by Smart Accident Claims Ltd. I understand that once the solicitor firm instructed by Smart Accident Claims Ltd accepts instructions to represent me, they are fully independent and will act in my best interests. I am also aware of my right to instruct a solicitor of my own choice I fully understand and accept that in course of running my claim it will be necessary for Smart accident claims Ltd to obtain information including medical reports, witness statements, engineers reports and any other correspondence with respect to the claim, from the solicitors instructed on my behalf and I hereby authorise Smart accident claims and the solicitors instructed to exchange such information as is required in order to progress my claim. I also acknowledge that if my claim is proven to be false or made with an intention to commit fraud I will be liable to pay for all expenses incurred by Smart Accident Claims Ltd. Furthermore, I understand that I will need to pay Smart Accident Claims Ltd on successful completion of my case the charges detailed in the Service agreement which has been provided to me.

PPI terms and conditions
Smart Accident Claims Limited, a company regulated by the Claims Management Regulator in respect of regulated claims management activities.
1. What Smart Accident Claims Ltd do for you.

1. Smart Accident Claims Ltd offer a free evaluation of your claim(s) and if instructed, pursue your claim(s) for a refund of; premiums paid along with any associated interest.
2. We will inform you of all correspondence that the company receives.
3. If required and agreed by you, Smart Accident Claims refer your claim(s) through the Financial Ombudsman Service.
4. We must always act in your best interest in pursuing your claims for damages and obtaining for you the best possible results; we must give you the best advice about whether to accept any offer of settlement

1. We reserve the right to cancel this agreement at any time. There will be no fee payable if we cancel this agreement.
2. Should you breach your obligations under this contract, we reserve the right to terminate this agreement with immediate effect.
3. You are entitled to a 14 day cooling off period in which you can cancel your claim free of charge. The 14 day cooling off period will begin from the date that you instruct us to pursue your claim. After the 14-day cooling off period has lapsed, cancellations may be charged at an hourly rate of £50 per hour for the work completed.
4. If either party wishes to terminate this agreement once an offer of settlement has been achieved, we will enforce our charges of 20%+VAT (24%), along with any fees which may have been incurred by us during the administration of your claim(s) to the point at which you wished to cancel the agreement.
5. Cancellation of this agreement can be by post, email, in person or by telephone.

1. You must give us clear instructions which allow us to do our work properly; you must not knowingly mislead us; you must not ask to work in an improper or unreasonable way; you must co-operate with us when asked.

1. If you win Smart Accident Claims will charge twenty percent plus VAT (20% + VAT), total of 24% including VAT. For example, if compensation of £2,000 is awarded to you, our fees would be £400 plus £80 VAT totalling £480. The remaining £1520 would be the amount you receive net.

1. Whilst we aim to consistently provide an excellent level of customer service, if you are unhappy with the service you have received, our Complaints Handling Procedures can be found on our website at www.smartaccidentclaims.com or can be requested from our office.

1. The privacy and security of your personal information is very important to us. Any personal information submitted to us will be subject to the provisions of the General Data Protection Regulation 2016/679 (“GDPR”) and any legislation enforced within the UK in order to comply with GDPR, unless required to do so by law or a professional body, we will not disclose any personal data to any other person or organisation without the required consent.

1. You acknowledge that you are aware that you can complain directly to you creditor(s) at no cost, and if necessary, pursue your complaint with the Financial Ombudsman Service (FOS), Financial Services Compensation Scheme (FSCS) or via a County Court.
2. These terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.

We, at Smart Accident Claims give prime importance to all stakeholders in our business and our main aim is the satisfaction of our all parties we work with and/or affect directly or indirectly.

However, if you were unhappy with the level of service received we would be interested to know your thoughts in order to eradicate such problems, if any exists.

As Smart accident claims we aim to resolve any complaint fairly and quickly and advise all complaints to be made to the staff member that has dealt with your enquiry or alternatively you can speak to the office manager. If you are not satisfied with the response then you can follow our complaints procedure.

Our Complaints Procedure

If you have a complaint, contact us with the details. Your complaint may be made in person, by writing, by E-mail or by telephone.

What will happen next?

1. We will record your complaint in our central register and open a separate file for your complaint. Our complaints officer, Ersin Cimikoglu will deal with your complaint. We will do this within a day of receiving your complaint. Wherever possible, Ersin Cimikoglu will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

2. We will then start to investigate your complaint. This will normally involve the the appointed officer examining the matter and the information in your file.

3. The officer will then report to you and hopefully have the complaint resolved. Within four weeks of receiving a complaint, we will send you either:
- A final response which adequately addresses the complaint; or
- A holding response, which explains why we are not yet in a position to resolve
the complaint and indicates when we will make further contact with you.

4. Within eight weeks of receiving a complaint we will send you either:
- A final response with adequately addresses the complaint; or
- A response which:
(i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and (ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

5. At this stage, if you are still not satisfied, we will also then arrange to review our decision. This will happen in one of the following ways:
- Another member of the department will review the decision within 10 days.
- We will invite you to agree to independent mediation within 5 days. We will et
you know how long this process will take.

6. We will let you know the result of the review within 5 days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.

7. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

8. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:–
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ
0300 555 0333
http://www.legalombudsman.org.uk