We are committed to providing a high-quality service to all our clients. We hope everything goes smoothly, but if something does go wrong we have a complaints procedure in place so that we can try and resolve the issue for you as quickly as possible.
Complaints about the service received from our website
If you would like to make a complaint about the claims management services offered by this website, please contact us by letter, email or phone using the details below:
Formal complaints about our service will be handled in the following way:
1) We will send a written or electronic acknowledgement of any complaint received within five business days of receipt of any such complaint, providing details of the person handling the complaint, together with a copy of our internal complaints handling procedure.
2) Within four weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within four weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.
3) If a final response cannot still be provided within this eight week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Financial Conduct Authority
We reserve the right to decline to consider any complaint raised more than six months after the complainant became aware of the cause of the complaint.
Right to Complain to the Financial Ombudsman Service
If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Financial Ombudsman Service. Complaints may be made in writing, by email, by telephone or any other form to:
The Financial Ombudsman Service
Online : www.financial-ombudsman.org.uk
Telephone : 0800 023 4567
Opening hours : 8am to 8pm, Monday-Friday, and 9am to 1pm on Saturdays