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) providing your complaint relates to regulated claims management activity. Claimsline is authorised and regulated in respect of Claims Management in respect of recommendations for personal injury, 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/

It should be noted that if your complaint is in respect of our unregulated services such as recovery, repairs, or hire you are not able to escalate your complaint to the Claims Management Ombudsman (CMO). This is because the CMO can only deal with complaints about regulated claims management services. Therefore we suggest that should you want to escalate any complaint in respect of our unregulated claims management service you consider taking advice from the Citizens Advice Bureau. Contact details can be found from their website: www.citizensadvice.org.uk