We do things differently.We are real people you can talk to. We will always ensure we work fairly, openly and ethically to ensure we get the best compensation for our clients.
We will do all the hard work for you.All you have to do is give us the go ahead to start working on your behalf, you can then sit back, relax and for us to reclaim your money.
We are customer focused.We will talk you through every step of the process and keep you updated at all times. We have the best interest of our clients in everything that we do.
Complaints Handling Procedure
We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to any service we have provided, you may submit a formal complaint. This procedure sets out the process, which should be followed.
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 the Compensation Act 2006. You should address your written complaints to: ‘The Complaints Department’, Unit 20 Bradford Chambers Business Park, New Lane, Laisterdyke, Bradford, BD4 8BX, any email complaints to: firstname.lastname@example.org and by telephone on 0113 493 1501.
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, together with a copy of this Complaints Handling Procedure. Wherever possible, the person dealing with your complaint 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 eight weeks of receiving a complaint we will send you either:
A Final Response Letter which adequately addresses the complaint (including contact details for the Financial Ombudsman Service should you wish to make a complaint to them); or
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 to you.
Informs you that you may refer the handling of your complaint to the Financial Ombudsman Service if you are dissatisfied with the response we have provided you, as well as the timeframe for doing so and full contact details for them.
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 you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Financial Ombudsman Service (FOS)
Harbour Exchange Square
Telephone: 0800 023 4 567
Any complaint must be referred to the Financial Ombudsman within six months of the date of our written Final Response Letter.