1. Introduction

The Claims Team Ltd is committed to providing a high standard of customer service to everyone at all times. Any complaints are taken seriously, and in the event that you have a complaint about the service or advice you have received from us, then we want you to let us know so that we can remedy matters.

2. Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.

send it to:

Marketing Manager

The Claims Team Ltd

346 Polmadie Road

Glasgow

G42 0PH

Tel: 0141 4332 919

Email: info@theclaimteam.org

3. Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

4. Who can complain

Anyone affected by the way The Claims Team Ltd provides services can make a complaint.

A representative may complain for the affected person if they:

  • have died
  • cannot make a complaint themselves, or
  • have given consent for the representative to act on their behalf

5. How you can make a complaint

You can complain:

  • in person
  • by telephone
  • by letter
  • by email

6. 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. 

7. Responsibility

The Registered Manager has overall responsibility for dealing with all complaints 

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. 

8. How we handle complaints 

The Registered Manager or The Claims Team 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. 

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 8 weeks unless we agree a different time scale with you. 

9. 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.

10. Further steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Marketing Manager at:

The Claims Team Ltd

346 Polmadie Road

Glasgow

G42 0PH

Tel: 0141 4332 919

Once we have dealt with your complaint, if we are not able to resolve your complaint, we will provide you with details of who to contact if you are still not satisfied.

11. Appeal

If you are not satisfied with the outcome reached or do not agree with the conclusion of our investigation you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service by letter, email or telephone. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale. Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline. The address for the Financial Ombudsman is:

Financial Ombudsman Services, Exchange Tower, Harbour Exchange, London, E14 9SR

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

Telephone: 0800 023 4567

Website: https://cmc.financial-ombudsman.org.uk/contact-us