Complaints | claims.co.uk ™

Our Complaints Procedure

We do try our best to provide our visitors and customers with the very best service and advice that we possibly can, but we are human and unfortunately we may fall short of the high standards we hold ourselves to. In this case, we will try all we can to rectify the problem and ensure it never happens to anyone again. As a result we’ve developed this complaints procedure to ensure our customers know where to go and what to do to bring any issues to our attention. Hopefully we can win you back with our response!

Receiving Complaints

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:

Claims.co.uk Ltd
124 City Road
London
EC1V 2NX
United Kingdom

c) by telephone to:

02893 359698

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
Exchange Tower
Harbour Exchange
London
E14 9SR

Website : www.financial-ombudsman.org.uk/
Telephone : 0800 023 4567
Opening hours : 8am to 8pm, Monday-Friday and 9am to 1pm on Saturdays

Other Important Information

*No Win No Fee

Although all our cases are handled on a no win no fee basis, other costs could be payable upon solicitors request. These will be fully explained to you before you proceed. Most customers will pay 25% (including VAT) of the compensation they are awarded to their law firm, although this may vary based on individual circumstances. Your solicitor may arrange for insurance to be in place for you to make sure your claim is risk free. Termination fees based on time spent may apply, or in situations such as: lack of cooperation or deliberately misleading our solicitors, or failing to go to any medical or expert examination, or court hearing.

*Criminal Injury Claims

If you want to make a claim for a criminal injury, you are not required to use the services of a claims management company to pursue the claim. You can submit your claim for free on your own behalf, directly to the Criminal Injury Compensation Authority (England, Wales, and Scotland) or the Criminal Injury Compensation Scheme (Northern Ireland).