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.

Terms and conditions
Smart Accident Claims Limited, a company regulated by the Financial conduct Authority. Its registration is recorded on the website register.fca.org.uk
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. 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 25% including vat, 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 five percent including VAT (20.83% plus VAT), total of 25% including VAT. For example, if compensation of £1,000 is awarded to you, our fees would be £250 including VAT. The remaining £750 would be the amount you receive net. if compensation of £3,000 is awarded to you, our fees would be £750 including VAT. The remaining £2250 would be the amount you receive net. if compensation of £10,000 is awarded to you, our fees would be £2,500 including VAT. The remaining £7,500 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. 1. The company is a provider of claims management services registered with the Financial Conduct Authority (registration is recorded on the website register.fca.org.uk) and thus regulated in the supply of such services under the Compensation Act 2006. 2. The client’s first language may not be English and the client may require translation and interpretation services in relation to all aspects of the claim, which the company is willing and able to provide. 3. The client has been informed that the company’s fees cannot be recovered from the defendant or any other party. 4. The client wishes to defer any liability for the company’s fees for its services until the conclusion of the claim, and to make the payment of any fees contingent on the success of the claim, to which the company has agreed subject to the terms of this agreement. 5. The parties have agreed to enter into a damages-based agreement in accordance with the Damages-Based Agreement Regulations 2013 (SI 609/2013) or any enactment amending or replacing the same. 6. The client has been encouraged to seek independent advice before entering into this agreement and has been given an opportunity to obtain such advice. Services 1. Smart Accident Claims Ltd, the company will be able to provide the following services: a. initial assessment of the claim together with provisional advice as to the merits of the claim and as to any further evidence which it is necessary or desirable to obtain; b. arranging recovery and storage of any damaged vehicle where relevant; c. assisting in the arrangement of credit hire where relevant; d. assisting in any subsequent dealings with the credit hire company as required throughout the claim; e. assisting in arranging vehicle repairs where relevant; f. assisting in any dealings with the police in relation to the accident; g. assisting in all communications with the client’s insurer where relevant, including dealing with the insurer’s requirements and the completion of any documentation throughout the claim; h. assisting in all communications with the client’s solicitors, in dealing with the solicitors’ requests for information and instructions, in interpreting requests and documents including medical reports, and any offers from the defendant, throughout the claim; i. assisting in making further enquiries on the advice of the client’s solicitors, regarding the circumstances of the accident, any previous incidents relevant to the client’s injuries or state of health, and in relation to witnesses or potential witnesses; j. assisting in constructing and translating any required witness statements; k. assisting in the completion of any forms, applications, responses and acceptance or rejection of offers; l. liaising with the client’s solicitors as required from time to time to obtain updates and reports on progress or developments; m. generally ensuring that the client fully understands all documents and correspondence received from any party, the relevance and importance of them, and the action required if any; n. assisting in in relation to any appointments which the client is required to attend, with solicitors, barristers or for medical examination, and arranging all necessary transport; o. accompanying the client to any meeting or court hearing if required. 2. The company will act in the best interests of the client at all times, subject to the requirements of the due administration of justice and to its professional obligations. 3. The company will, if so required, advise impartially on any aspect of the claim and any offer of settlement. 4. The above list under 1) above is not exclusive of all services that may be provided and required Fees 5. The company’s fees, inclusive of value added tax shall be 25% of the compensation (as hereinafter defined) recovered by the client plus all expenses and disbursements incurred in providing the services and shall be payable only if the client’s claim is finally decided in the client’s favour, whether by a court decision or an agreement to pay damages or in any way by which the client derives benefit from pursuing the claim; ‘finally’ means that the defendant: a. is not allowed to appeal against the court decision; or b. has not appealed in time; or c. has lost any appeal. 6. Compensation for the purposes of clause 5 hereof comprises only the sums actually recovered by the client for: a. general damages for pain, suffering and loss of amenity; and b. damages for pecuniary loss other than future pecuniary loss, net of any sums recoverable by the Compensation Recovery Unit of the Department for Work and Pensions. 7. The company’s fees are set at the percentage stated in clause 5 hereof to take account of: a. the fact that if the claim fails the company will receive no fees; b. the company’s assessment of the risks of the claim failing; c. the fact that in any event the company will receive no payment until the claim is concluded; d. the fact that the company will have to meet any expenses related to the provision of the services without any reimbursement until the claim is concluded; e. the expected level of compensation; Termination 8. The client may have the right to cancel this agreement pursuant to the Cancellation of Contracts made in a Consumer’s Home or Place of Work etc Regulations 2008 (SI 1816/2008). 9. Save as specified in clause 7 hereof this agreement may not be terminated by either party before the conclusion of the claim. Smart Accident Claims Ltd are regulated by the Financial Conduct Authority Its registration is recorded on the website register.fca.org.uk
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 Financial Ombudsman Service 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:–
Financial Ombudsman Service
Exchange Tower
harbour Exchange
London E14 9SR
08000234567
complaint.info@financial-ombudsman.org.uk

9. If your complaint is about the conduct of a solicitor on our panel, we will support you and advise you of the appropriate process to make the complaint to them or if appropriate to the Solicitors Regulation Authority who are the body responsible for the regulation of Solicitors. Should you have any questions about this policy, please contact us by telephone on 020 8801 5050 or by email at info@smartaccidentclaims.com