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Complaint Procedure

1. How to make a complaint?

Complaints may be made by reasonable means such as in writing, phone, email or any other form in respect of the claims management service that we have provided and that is regulated under the Compensation Act 2006.

2. Complaint Phases?

Phase One

We will send a written or electronic complaint receipt acknowledgement within five business days, identifying the person who will be handling the complaint. That person will have the authority to settle the complaint.

Phase Two

Within eight weeks of receiving the complaint we will send customer either:

final response which:addresses adequately the subject matter of customer’s complaint and, where a complaint is upheld, offers redress;

or response which: explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expectto be able to provide a final response; and informs customer that she/he may refer the handling of the complaint to the Financial Ombudsman if he/she is dissatisfied with the delay and provides the full contact details for the Financial Ombudsman and timeframe for doing so.

3. Customer is not happy with the response.

If the customer is not satisfied with our response, or if the complaint is not resolved after eight weeks, customer may refer the complaint to theFinancial Ombudsman.

TheFinancial Ombudsman can investigate complaints made on poor service provided by claims management companies up to six years from the date of the problem happening or within three years of when the customer found out about the problem. If the customer wishes to refer his/her complaint to the Financial Ombudsman this must be done within six months of our final response to the customer’s complaint. We will provide below contact details for the Financial Ombudsman should the customer need more information about referring their complaint.

Call 0800 023 4567 between 8.30am to 5.30pm.

Financial Ombudsman
Exchange Tower,
Harbour Exchange,
London,
E14 9SR

Consumer does not need to send the original documents to the Financial Ombudsman. The Financial Ombudsman will scan the documents the customer sent to us to make computer copies and then destroy the originals.

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