Complaints Procedure

We believe that if you wish to make a complaint or register a concern you should be able to do that quickly and easily.
As part of our values we understand that we will make mistakes and we use these to learn and get better at our jobs. Any feedback you provide is welcomed. We take complaints seriously and rely on open and honest communication to ensure that you get your complaint resolved in a satisfactory and timely manner.


The purpose of this policy is to ensure that if you wish to complain about the service you receive you should understand how to do so, how quickly your complaint will be investigated and the timescales for receiving a resolution.

Informal resolution process

We are confident that an open and positive discussion will resolve the majority of problems swiftly. If you are dissatisfied with the service you have received, please raise your concerns with the person handling your case first, either by phone or in writing. If necessary, a manager will investigate your complaint and attempt to resolve your complaint.

If this is not possible, please write to the National Claims at Ground Floor Spectra House, Spring Villa Park, Spring Villa Road, Edgware HA8 7EB or email [email protected] or telephone 0800 029 3849.

Formal resolution process

Stage one
Stage two

If you are not satisfied with the outcome or do not agree with the conclusion of our investigation you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service by letter, email or telephone. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale.

Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline.

You can contact the Financial Ombudsman Service by:

  • Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
  • Email: [email protected]
  • Telephone: 0800 023 4567
  • Website:

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Hassle-free claims process

Our expert panel of solicitors can typically confirm almost immediately whether your claims application is likely to be successful and also give you an indication of how much you could potentially claim for.