Email Us
info@allaboutclaims.co.uk
Call Us
020 3923 9251
All About Claims
Complaints Policy for Clients
We take any expression of dissatisfaction seriously. We are committed to treating all of our customers fairly and will always endeavour to respond to any complaints we receive in a timely and efficient manner.
Who should I complain to?
If you wish to make a complaint you may do so by contacting us in writing at:
All About Claims Ltd
The Hollies
7 Hood Lane
Armitage
Staffs
WS15 4BW
By telephone on: 020 3923 9251
By email at: info@allaboutclaims.co.uk
You may express your complaint in any way you choose; we will never insist that a verbal complaint is subsequently followed up in a written format. We also acknowledge that you do not have to specifically label your grievance or concern as a complaint for it to be recognised as such by us.
What will happen to my complaint when you receive it?
We will always try to resolve complaints as quickly and efficiently as we can. We promise to investigate all complaints competently, diligently and impartially, obtaining additional information where necessary so that we can be sure we fully understand your complaint.
Some complaints will be more straightforward than others. Upon receiving your complaint, we will immediately undertake an initial assessment which will determine whether your complaint can be answered quickly or may take a little longer to resolve.
When can I expect to hear from you regarding my complaint?
For complaints which can be concluded quickly, we will send you a Summary Resolution Communication on or before the third working day after receiving your complaint. The Summary Resolution Communication will include a summary of our understanding of your complaint and will also advise you that either:
(a) we accept your complaint and, where appropriate, we are offering redress or remedial action, or
(b) we may offer you redress or remedial action but without accepting your complaint to be valid, or
(c) we may reject your complaint and give you the reason(s) for doing so
The Summary Resolution Communication will also advise you that if you are dissatisfied with our response you may be able to refer your complaint to the Financial Ombudsman Service. If you wish to do so, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our letter. We will provide you with the contact details for the Ombudsman within our letter.
What happens if my complaint can’t be resolved within 3 days?
As soon as we determine that it will not be possible to resolve your complaint by close of business on the third working day following the day on which it was received, we will send you an acknowledgement letter within 5 working days of receipt of your complaint, confirming that your complaint has been received and is being dealt with. The letter will also confirm the name and title of the person dealing with your complaint and that you can expect a full reply from us by no later than 8 weeks. We will keep you informed of the progress of your complaint during that time.
We will then begin the process of collecting any additional information we may need in relation to your complaint, so that we fully understand your complaint and the circumstances surrounding it.
Upon receipt of all available information and evidence, we can begin the process of determining our response to your complaint.
What will happen at the end of 8 weeks?
No later than 8 weeks after receipt of your complaint, we will send you either a written Final Response letter, or a ‘holding’ letter to inform you that we are still unable to provide a Final Response letter at that time, together with the reason for the delay.
The Final Response letter will either:
Within the Final Response letter, we will enclose a copy of the Financial Ombudsman Service’s standard explanatory leaflet, together with details of their website address. If you are dissatisfied with our response, you may refer your complaint to the Financial Ombudsman Service, but you must do this within 6 months of the date of our Final Response letter.
If we need to send you a holding letter instead of a Final Response letter, the holding letter will explain why we are not yet able to send you a Final Response and will indicate when we expect to be able to provide one.
Within the holding letter, we will enclose a copy of the Financial Ombudsman Service’s standard explanatory leaflet, together with details of their website address. If you are dissatisfied with the length of time you are having to wait, you may refer your complaint to the Financial Ombudsman Service.
In the event of us sending you a holding letter, we will provide our Final Response letter to you as soon as our investigations into your complaint have been completed.
How long will you keep a record of my complaint?
A record of your complaint will be retained by us for at least 3 years from the date of receipt.
