A Claims Management Company

How we handle complaints

What is a Complaint

A complaint is any expression of dissatisfaction from a customer about the services provided by FinancialClaims.com with regard to our regulated claims management activities.

How to Make a Complaint

1. Methods

Complaints may be made:

2. Process

A) Swift Resolution

Where possible we will attempt to resolve your complaint within three days from the day on which it is received. If resolved successfully within this time frame, you will receive a written summary resolution communication, by email and/or in the post.

B) Acknowledgement

Where any complaint cannot be resolved within three days, we will send a written acknowledgement of your complaint within five working days of it having been received. This acknowledgement will provide approximate timelines and expectations for the investigation and future responses.

C) Investigation

A trained staff member will be assigned the role of investigating your complaint and will gather all necessary documents, recordings and information to make an independent review of the incident.

D) Our Decision

Within eight weeks of receiving a complaint we will send you either:

  • a final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO) at the Financial Ombudsman Service; or

  • a response which:

a) 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

b) informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with an offer for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

E) Unsatisfied with Our Response

If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant timeframes to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) at the Financial Ombudsman Service:

Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web:  https://cmc.financial-ombudsman.org.uk/


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