Suggestions to improve our service

As any other business, we thrive to excel. Therefore, we would welcome any suggestions on how to improve our service. We understand that this process can be very stressful and we would like to provide you with the service that fulfils all your requirements.

If the suggestion is something that Expert Claims as a company needs to consider you can send it to:

Complaints Officer
Expert Claims

133 Creek Road

London

SE8 3BN

Alternatively, it can be emailed to info@expertclaims.co.uk

Making a complaint

We are sorry to hear that you are not satisfied with our provided service. As a company, we aim to handle complaints promptly, effectively and in a fair way. We take all complaints seriously. All complaints are treated in confidence.

We treat complaints as a chance to improve and grow as a company. Rest assured, in no circumstance a complaint will affect our relationship in a negative way.

Who can complain

Anyone affected by the way Expert Claims provides services can make a complaint.

A representative may complain about the affected person if they:

• Are declared deceased.
• Cannot make a complaint themselves, or
• Have given consent for the representative to act on their behalf ( we will require a signed consent)

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How you can make a complaint

You can complain:
• in person
• by telephone (where someone complains orally we will make a written record and provide a copy of it within 5 working days; once it is done, it will be sent for your approval)
• through a member of our staff
• through an advocate or representative
• by letter
• by email

Anonymous complaints

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
We should note that the investigation is more detailed if we are provided with the client’s name.

Responsibility

The Complaints Officer has overall responsibility for dealing with all complaints made about their service. The complaints officer for Expert Claims is Ausra Grineviciene

We will provide as far as is reasonably practical:

• any help you need to understand the complaints procedure; or
• advice on where you may get that help.

How we handle complaints

The Complaints Officer may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it together with the details of the business internal complaints handling procedure.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we have agreed a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further Steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint please forward your concerns to the acting Complaints Officer, Ausra Grineviciene at:

 

Expert Claims

133 Creek Road

London

SE8 3BN

 

 

At the conclusion of our complaints process. if you are not happy with the outcome or consider the matter as unresolved, you can refer your complaint to the Legal Ombudsman.

 

The following complaint timeframe is applicable:

 

  • The problem or when you found out about it, happened after 5 October 2010; and
  • You are referring your complaint to the Legal Ombudsman within either of the following: Six years of the problem happening or three years from when you found out about it; and
  • You are referring your complaint to the Legal Ombudsman within six months of Expert Claims final response.

 

 

 

You may contact the Financial Legal Ombudsman at:

 

Financial Legal Ombudsman

Exchange Tower,

Harbour Exchange,

London,

E14 9SR

 

 

Tel: 020 7964 1000

Website: https://www.financial-ombudsman.org.uk/