CCuK Complaints Procedure

Our aim is to provide a high level of service to all of our clients all of the time. We will value feedback of all kinds from our clients and will use it to enhance our products and services. We appreciate that from time to time things can go wrong or there can be misunderstandings. We are committed to dealing with queries and complaints positively and sympathetically. Where we are at fault, we will aim to put things right at the earliest opportunity.

If you need to make a complaint please write to:

Claim Central UK Ltd, 1st Floor, 18-20 Grosvenor Street, Manchester, M1 7JJ or email claimcentraluk@outlook.com or call 0161 791 0507

1. We will respond to you within 5 business days of receipt, advising who will be handling your complaint.

2. Within 4 weeks of receiving your complaint we will respond to you with:

• A final response which addresses the complaint; or

• A temporary response, which explains why we are not yet in a position to resolve the complaint and states when will make further contact with you.

3. Within 8 weeks of receiving the complaint, we will send you either

• A final response which adequately addresses the complaint; or

• A response which;

Explains why we are still not in a position to make a final resolution, giving reasons for the further delay; and

Informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

4. Where we accept liability, we will provide you with fair compensation for any acts or omissions for which we are responsible. The resolution will not always involve financial redress.

5. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department. If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What to do if you’re not satisfied with our response

If you are not satisfied with our response, or if a complaint is not resolved after 8 weeks, you may refer the complaint to;

Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG Email: cmc@legalombudsman.org.uk, Tel: 0300 555 0333

The Ombudsman will only intervene once all steps of the company’s in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, they cannot determine the outcome of a complaint or award compensation

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.