How to Make a Complaint

1- Methods

Complaints may be made:

  • In writing to: Bank Chambers, 93 Lapwing Lane, Manchester, England, M20 6UR
  • by e-mail to compliance@claimsline.com
  • by telephone on 0333 006 8282
2- Process
  1. A) Acknowledgement

We aim to resolve any expression of dissatisfaction as soon as possible, where this is in done within 3 business days, we will not usually confirm acknowledgement of the compliant in writing, but we will still send a summary resolution.
If it takes us longer than 3 business days to resolve your complaint, we will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.
Where we receive a complaint from you that relates to the alleged acts or omission of a third party, we will acknowledge the complaint in writing and advise you that the complaint has been forwarded to the relevant third party who will investigate your complaint and provide you with a final response.

  1. B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within four weeks of receiving a complaint, we will send you either:

  • final response adequately addressing the complaint; or
  • a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  1. C) 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); or

a response which:

  • 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
  • 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 fair compensation 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.

  1. D) Appeals

If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant time frames to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) Complaints to the Claims Management Ombudsman must be submitted within six months of our final response to you.

Claims Management Ombudsman
Exchange Tower
London
E 14 9 SR

Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/

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Legal and Compliance

Claimsline.com is a trading style of Claimsline Group Ltd, registered in England and Wales, Company registration number 09071409. Registered Office: C/O Burton Varley Ltd, Suite 3, 2nd Floor, Didsbury House, 748 - 754 Wilmslow Road, Manchester, United Kingdom, M20 2DW. VAT registration number 199616255. Registered with the Information Commissioner's Office; registration number ZA059156. Where the service is offered at No win no Fee this means that a customer will typically pay 42% Inclusive of VAT of any amount recovered by a panel solicitor although this will be subject to your individual circumstances and the actual fee may be less than this but it will never be more. A cancellation fee may be charged by a third party/panel solicitor if you cancel outside the cooling off period. You do not need to use a claims management company to make a Personal Injury claim; you can do this yourself for free using the Claims Injury Portal if your claim falls under its remit. We may receive a fee for introducing you to a third party/panel solicitor, this does not affect any compensation you may receive. You can find our terms of use, privacy policy and our cookie policy here. Claimsline Group Ltd is a claims management company. Any solicitor or car hire company we recommend you to is an independent professional from whom you will receive impartial and confidential advice. You are free to choose another solicitor. *We saved on average clients £537* Over the past 12 months, from 2nd May 2022 to 2nd May 2023, we provided a replacement vehicle to 4,092 clients, and we are pleased to report that none of them had to pay any excess. Our clients have saved an average of £537, which is based on the average excess amount that our clients would have had to pay during that period. **We'll pay £150 towards your excess fee if you're responsible for an accident. How do we do this? When you come to collect your car after repairs are completed, we'll provide credit against your excess payment of £150. In order for us to credit £150 you must be using one of our approved BS 10125 repairers. ***Where we reference "Our membership has already saved customers an incredible £8 million and counting!" Since we began we have helped 16,709 clients who we have provided a replacement vehicle to as of 2nd May 2023, over the past twelve months the average excess saved was £537.Claimsline Group Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities. Our FRN Number is 831196. As published in The Times on 24/09/23, The Daily Mail 08/10/23, The Guardian 09/09/23. Copyright © Claimsline Group Ltd

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