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
  • by telephone on 0333 358 8007
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
E 14 9 SR

Tel: 0800 023 4567

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Legal and Compliance is a trading style of Claimsline Group Ltd, registered in England and Wales, Company registration number 09071409 Registered Office : Bank Chambers, 93 Lapwing Lane, Didsbury, Manchester, M20 6UR VAT registration number 217654795 Registered with Information Commissions Office; registration number ZA059156. Claimsline Group Ltd is a claims management firm authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities FRN:831196. *Where we offer No Win No Fee services, typically customers pay 42% Inclusive of VAT of the amount recovered to the solicitors, although this will be subject to your individual circumstances.**Where we offer a free replacement bike a customer must not be at fault for the accident, Our replacement bikes are supplied by Trek for a maximum of 28 day, this offer is currently only available to customers in the greater Manchester area. ***Where we offer a discount on a new bike this will only be offered to customers who have been provided a replacement bike via Trek, the discount will be 10% and will only apply to Trek products. Compensation calculator figures are based on the 16th Edition of the Judicial College Guidelines and are for guidance only. Calculations are based on injury compensation only. They do not include any loss of earnings or financial losses. Copyright © Claimsline Group Ltd

Call us on: 0333 358 2654