Complaints Procedure

At Claims Inclusive we understand it is our responsibility to guide you through your claim with the upmost honesty and integrity. We ensure that we will help guide you through this process, with the best possible service and quality to the work we provide. However things can go wrong from time to time.

If you are not happy about something, or about how we have handled your claim, this document will help guide you through how we can put things right.

This Complaints Procedure is written in line with the regulations set under the Compensation Act 2006 and the Complaints Handling Rules 2015.

What happens if you have a grievance?

If you are not happy about our service, you can notify us by calling 0333 444 0774, in writing or emailing [email protected]

As soon as we receive your concerns we will endeavour to do the following:

Designate your complaint to a competent person who is fully trained in handling complaints. Where possible this person will not already have been involved in the matter. The person responsible for handling your grievance, will have the authority to settle the dispute, or will have access to someone who can authorise this.

What happens next?

1. Within 5 business days, we will send you a written response by either Royal Mail standard post, or by email. This will give you details of your dedicated complaint handler and we will attach a copy of our complaints procedure.

2. Within 8 weeks of your complaint we will either:

i. Issue you with a final response.
ii. Issue you with a response detailing the reasons we are not in a position to make a final decision, and when we expect to inform you of this.

If we are not able to complete your complaint within 8 weeks, or if you are not happy with our final response on the matter, you may refer this to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. Please note that the Legal Ombudsman are only able to investigate complaints six months after our final response. If you wish to refer your complaint to the Legal Ombudsman their contact details are as follows:

Email: [email protected]

Telephone: 0300 555 0333

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Download our complaints procedure