Complaints Procedure

Complaints Procedure

Consumer Claims (UK) LLP Complaints Procedure

We are always committed to providing you with a high level of service. Should you however believe that we have fallen short in this regard or you have a specific complaint about any aspect of our process or procedure, then please inform us.

1. Complaints can be made in writing, by e-mail, by telephone or any other suitable form of communication to:

Customer Relations Department

Consumer Claims (UK) LLP
Suite 1, 17 Broad St, Bury BL9 0DA
Tel: 0161 637 4994

2. We will send you a written or e-mail acknowledgement within 5 days of your complaint, this will explain who will be dealing with your complaint and the likely timescales within which you should expect a response. Wherever possible, we will endeavour to appoint a complaints handler who has not been directly involved in the matter to which your complaint relates. A Senior Manager will further review the complaint and our final response.

3. Within 4 weeks of receiving the complaint we will send you either a final response or advise you that we are not yet in a position to fully respond and we will set out the reasons why.

4. Within 8 weeks of receiving your complaint, if we are still not in a position to provide a final response we will advise you of the likely timescales.

5. If we have not provided a final response within 8 weeks OR we have responded and you are not content with our response, we will advise you of your right to refer the handling of your complaint to:

Claims Management Regulation Monitoring & Compliance Unit 57-60 High Street Burton-On- Trent Staffordshire DE14 1JS

Tel: 0845 450 6858

6. It is important that you provide us with as much information as possible and contact us at your opportunity with your complaint. If your complaint is made 6 months or more after you became aware of the cause of the complaint then we reserve the right to decline the complaint.