Complaints
From 1 April 2019 regulation of CMCs (Claims Management Companies) and their activities will be carried out by the FCA – transferring from the Claims Management Regulator, which is part of the Ministry of Justice. And they will take on responsibility for complaints about CMCs.
If you wish to make a complaint after the 1st of April then please contact the Financial Ombudsman Service.
Postal address: Exchange Tower, Harbour Exchange, London, E14 9SR
FAQ’s are available from their website https://financial-ombudsman.org.uk/claims-management-ombudsman/index.html#faq
If you have any questions regarding this please do not hesitate to contact us
Complaints Procedure
We aim to provide excellent customer service at all times. However, we recognise that occasionally things go wrong. If you feel you wish to complain about the service you have received, please read our Complaints Handling Scheme below.
Complaints may be made in writing, by e-mail, by telephone or in any other form. In the case of a telephone complaint, we may ask you to put your complaint in writing to clarify the complaint so we can investigate fully.
We reserve the right to decline to consider a complaint that is made more than six years from the event or three years after you became aware of the cause of the 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.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that 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.
Within four weeks of receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint; or
b) 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.
With eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a 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 expect to be able to provide a final response; and;
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.
If we are unable to resolve your complaint then you have the right to refer the matter to the Financial Ombudsman Service (FOS). They can be contacted at:
Claims Management Ombudsman – a Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone – 08000234567
Email – This email address is being protected from spambots. You need JavaScript enabled to view it.
Website – www.financial-ombudsman.org.uk