Complaints Procedure

  1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a service that we have provided.
  2. We will send you a written acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.
  3. Within four weeks of receiving a complaint, we will send you either
    1. a final response adequately addressing the complaint; or
    2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  4. Within eight weeks of receiving a complaint we will send you either:
    1. a final response adequately addressing the complaint; or
    2. a response which:
      1. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
      2. informs you that you may refer the handling of the complaint to the Financial Ombudsman if you are dissatisfied with the delay.
  5. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
  6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

The Financial 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. If you wish to refer your complaint to the Financial Ombudsman this should be done within six months of the date of this letter.

Visit www.financial-ombudsman.org.uk/contact/index.html

Call 020 7964 1000 between Monday to Friday – 8am to 8pm, Saturday – 9am to 1pm
Calls to this number are now free on mobile phones and landlines. Calls are recorded and may be recorded.

Online Complaint Form: https://help.financial-ombudsman.org.uk/help

In writing:

Financial Ombudsman
Exchange Tower
Harbour Exchange
London
E14 9SR

Customer Relations

Contact Us

  • Address: My Claim Solved Limited, Tormohun House, Barton Hill Road, Torquay, TQ2 8JH

  • Phone: 01803 322 822

  • Email: info@myclaimsolved.com