Making a Complaint
We are committed to treating all of our clients fairly and delivering quality service. Unfortunately, there may be a time when you don’t feel we’ve lived up to this. If so, we want to hear from you.
Step One: Making a Complaint
If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns. We can be contacted as follows:
Claims Thru Us Limited
Meridian Trading Estate
Telephone: 020 8269 2291
Step Two: Acknowledging your Complaint
We will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.
We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.
Step Three: Investigating your Complaint
Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation.
We may ask you to submit copies of documentation to help us with our investigation.
Step Four: Keeping you Informed.
If we have not been able to resolve your complaint within four weeks, we will write to you and let you know when we expect to complete our investigation.
Step Five: Resolving your Complaint
We will always aim to resolve your complaint within eight weeks of receiving it.
At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.
Step Six: If you are still unsatisfied.
We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.
If you would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.
Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
Legal Ombudsman PO Box 6804, Wolverhampton, WV1 9WG.