Complaints Policy
We take pride in providing excellent customer service to all our clients, backed by our firm policy against cold calling. If you’re ever dissatisfied with the service you received from Expert Claims, please share your feedback with us. We value your input and strive to learn and improve from your suggestions.
All formal complaints received by letter, e-mail, fax or telephone will be passed to Expert Claim’s Complaints Officer, Indre Zukaityte, on the day of receipt.
Our Complaints Officer will send a written acknowledgement of the complaint within five business days of receipt, along with details of the Expert Claims ’s internal complaints handling procedures. You are also provided with our full Complaints Policy prior to signing a contract with our firm.
Within four weeks of receiving a complaint, the Complaints Officer will send either:
A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
A holding response which will explain why the business is not yet in a position to resolve the complaint, along with details as to when you can expect further contact about the matter.
Within eight weeks of receipt of a complaint, the Complaints Officer will send either:
A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
A response explaining that the business is unable to make a final response, reasons for the delay and a timescale for providing a final response will be given.
We should note that we aim to deal promptly with any dissatisfaction from the client.
Expert Claims may decline to consider complaints that are made more than six months after the complainant became aware of the cause of complaint.
The details for the Financial Ombudsman are as follows:
Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
Online: https://www.financial-ombudsman.org.uk/
Tel: 0800 023 4567
