We appreciate that from time to time our service may not meet our desired standards of customer satisfaction. Below is everything you need to know about making a complaint and what you can expect from us if you do.
Contacting us to make a complaint:
Our office hours are Monday – Friday from 9 am – 5 pm. You can complain to us in one of three ways:
- Call us on 01903 868251
- Email us at email@example.com
- Write to us at: The Claims Bureau, Suite 3, Anchor Springs, Littlehampton, West Sussex, BN17 6BP
How your complaint will be handled:
Same day resolution
We aim to resolve all complaints within 24 hours of receipt. Your complaint is recorded and once we have a resolution to your complaint we will call you to discuss the resolution we are proposing. In the event you are happy with this we will write to you to confirm the resolution and close the complaint.
Complaints where we cannot reach a resolution with you within 24 hours
If you are still unsatisfied with any aspects of the service The Claims Bureau or its advisers have provided, then in the first instance, your complaint will be passed to a complaint handler to be fully investigated. Your complaint will be recorded and reviewed by the complaint handler and you will receive a written acknowledgement within 2 working days of receipt, stating that your complaint is being investigated.
Once your complaint has been fully investigated we will issue you with a final response letter within 4 weeks of the date we originally received your complaint. In the event that we have not resolved your complaint within the 4 weeks, we will tell you what stage your complaint is at. We will then issue a final response letter within 8 weeks of your original correspondence advising of the actions we have taken to resolve the complaint.
If you’re still not happy:
If you are not completely satisfied with the final response, you retain the right to refer your complaint to The Legal Ombudsman within six months of the date of our final response letter. Details of how to contact them are detailed below:
Tel: 0300 555 0333
Overseas Tel: +44 121 245 3050
Address: Legal Ombudsman, PO BOX 6804, Wolverhampton, West Midlands, WV1 9WG