Complaints Procedure

You can contact us in writing by letter, email or by speaking with our director. To help us understand your complaint, please tell us your full name and contact details, what you think we have got wrong, what you hope to achieve, and your file reference number if you have it.

We will record your complaint and write to you within three working days acknowledging it. We will investigate by reviewing your complaint, your file and relevant documents, and speaking with the person who dealt with your matter, updating you on progress and aiming to resolve within 21 days, and always within 8 weeks.

If you remain unhappy with our final response, you can ask the Claims Management Ombudsman to investigate your complaint free of charge, within six months of our final decision.