A complaint is any dissatisfaction expressed by a client or on a behalf of a complainant about Expert Claims, their business partners, and / or external businesses engaged on a case by case basis, the complaint must be put forward to a member of staff, either orally or in writing. All such complaints are then referred to our complaints officer for formal investigation and response.

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 2 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 resolve a complaint by the end of eight weeks after the  receipt of the complaint. However, most complaints are resolved within 3 days.

 

If the complaint is resolved within 3 days, we will send you a summary resolution communication, in which we will address the following issues:

 

1) The fact that the complaint was made and inform the complainant that we now consider the complaint to have been resolved;

2) If you subsequently decide that you are dissatisfied with the resolution of the complaint, we will explain further steps that you might take by addressing this matter to the Financial Ombudsman

3) We will inform you if we are prepared to waive the relevant time limits which apply when re-directing your complaint to the Financial Ombudsman

4) We will provide you with full details of the Financial Ombudsman and their website, where you can find more information

 

If for some reason your complaint cannot be resolved within 3 days, then it might take us up to 8 weeks to provide our findings in the form of a Final Response. The Final Response would explain the following matters:

 

  • The Complaints Officer shall summarise the complaint, setting out the results of company’s investigation and our final view on the matter at hand.
  • The company shall be open in acknowledging any mistakes that might have happened giving details of any offer that we are prepared to make in order to settle the claim.
  • If any mistake was made by us, the Complaints Officer would provide a clear explanation how the offer was calculated/decided.
  • You would be advised of your right to address this matter to the Financial Ombudsman within six month of the company’s final response.

 

If for some reason the response cannot be provided within a set timeline, we will give t give a clear explanation for the reasons behind it. We shall also indicate when their investigation will be concluded. You will be  advised of your right to refer the complaint to the ombudsman within six month of the company’s  response.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. The Financial Ombudsman set time limits for consumers to bring a complaint to ombudsman. If the given timeframe expires, then Expert Claim’s consent is required for the Financial Ombudsman to investigate the complaint further.

The discussed time limits are as follows:

  • six months from the date that that a final response or summary resolution communication was sent to the
  • six years from the event the consumer is complaining about or three years from when they know or could have reasonably known.

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

Curve Serviced Offices

30B Wild’s Rents

London

SE1 4QG

 

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 Financial Ombudsman.

 

You may contact the Financial Ombudsman at:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567

 

Email: complaint.info@financial-ombudsman.org.uk

Website: www.legalobudsman.org.uk