Complaints Management

Services Regulations Complaints Handling

In the event that you have a complaint in respect of a claims management service that Greenhous Group Ltd T/A Smart Accident Management has provided and that is regulated under the Compensation Act 2006*, the following Complaints Procedure will be followed.

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under Compensation Act 2006.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you a written or electronic acknowledgment of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that the person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

*Please note that in regulation to Greenhous Group Ltd T/A Smart Accident Management’s business, it is only the referral of personal injury claims to solicitors which constitutes a regulated claims management service under the Compensation Act 2006.