How to Make a Complaint

1- Methods

Complaints may be made:

  • In writing to: 556 Burnley Road, Rossendale, Lancashire, BB4 8NE
  • by e-mail to info@claimlinkuk.com
  • by telephone on 0330 024 4224

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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claimsupport.co is a trading style of Claim-Link UK Ltd, registered in England and Wales, Company registration number 03882486. Registered Office : 556 Burnley Road, Rossendale, Lancashire, BB4 8NE, VAT registration number 748 8057 90, Registered with Information Commissions Office; ICO registration number ZA120580

Where the service is offered at No win no Fee this means that a customer will typically pay 40% Inclusive of VAT of any amount recovered by a panel solicitor although this will be subject to your individual circumstances and the actual fee maybe 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.

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