We want, and we will strive to give you the best possible service. However, if at any point you become unhappy with the service we provide to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you. We have a procedure in place which details how we handle complaints. We have eight weeks to consider your complaint.
How to contact us
You can make a complaint verbally or in writing via one of the following methods:
In writing to: Your Money Claim, Victory House, The Sidings, Whalley, Clitheroe, BB7 9SE
Via telephone to: 01254 822880
Via email to: firstname.lastname@example.org
Acknowledging your complaint
If we cannot answer your complaint immediately we will send an acknowledgement within 5 business days from receipt of your complaint.
Investigating your complaint
Wherever possible, your complaint will be investigated by someone who was not directly involved in the matter which is subject of the complaint, and will have the authority to settle the complaint. We will be as thorough as possible in our investigations and will aim to resolve your complaint promptly, giving you the reasons for our decision. We will endeavour to issue our final response within 8 weeks from receipt of your complaint.
Informing you of our decision
We will write to you with a full account of our investigations and the decision that we have made.
If you remain unhappy…
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from claims management companies. The Legal 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 Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
Telephone Number: 0300 555 0333 between 8.30am to 5.30pm.
(Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.)
For minicom users please dial: 0300 555 1777
If you wish to email: email@example.com
Address to write to: Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG
Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.