Complaints Handling Procedure
Any person who wishes to make a complaint about the claims management services offered by this site may do so
a) by email to:
b) by letter to:
Responding to Complaints
i) We reserve the right to decline to consider any complaint raised more than 6 months after the complainant became aware of the cause of the complaint.
ii) We will send a written or electronic acknowledgement of any complaint received within 5 business days of receipt of any such complaint, giving the job description of the person handling the complaint, together with a copy of this internal complaints handling procedure.
iii) Within 4 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 4 weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.
iv) If a final response cannot still be provided within this 8 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.
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, online, by telephone or any other form to
The Financial Ombudsman Service
online : www.financial-ombudsman.org.uk
tel : 0800 023 4567
Opening hours : 8am to 8pm, Monday-Friday, and 9am to 1pm on Saturdays