Complaints Procedure
We’re committed to providing an excellent service. If we fall short, we want to know.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact our Complaints Team using any of the following methods:
Post
Complaints Dept, Claims Engine Ltd, 1 Example Street, London, EC1A 1AA
Phone
0800 000 0000 (Mon–Fri, 9am–5pm)
When contacting us, please include:
- Your full name and contact details;
- Your claim reference number (if applicable);
- A clear description of your complaint and the outcome you are seeking;
- Any relevant documents or correspondence.
Our Complaints Process
Acknowledgement (within 5 business days)
We will acknowledge receipt of your complaint in writing within 5 business days and confirm the name of the person handling your complaint.
Investigation
We will investigate your complaint thoroughly. We may contact you to request additional information. We aim to resolve most complaints within 4 weeks.
Final Response (within 8 weeks)
We will send you a final written response within 8 weeks of receiving your complaint. This will either uphold your complaint, offer a resolution, or explain our reasons for not upholding it.
Escalation
If you are unhappy with our final response, or if we have not responded within 8 weeks, you may escalate your complaint to the Legal Ombudsman or the Financial Conduct Authority.
Escalating Your Complaint
Legal Ombudsman
The Legal Ombudsman resolves complaints about claims management companies. You can contact them if:
- You are unhappy with our final response; or
- We have not responded within 8 weeks of your complaint.
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
You must contact the Legal Ombudsman within one year of our final response or within one year of when you should reasonably have known about the issue.
Financial Conduct Authority (FCA)
As an FCA-regulated firm, you may also report concerns about our conduct to the FCA.
Website: www.fca.org.uk
Phone: 0800 111 6768
Contact Us
For general enquiries (not complaints), please contact us at hello@claimsengine.co.uk or call 0800 000 0000 Monday to Friday, 9am to 5pm.