Complaints Procedure
You can make a complaint by writing to us at 48 Main St, Darvel, Ayrshire, KA17 0AG, by calling us on 02037 270 958 or by emailing us at admin@financialclaimsgroup.co.uk.
What We Will Do Once We Receive Your Complaint
1. We will acknowledge your complaint in writing within 2 working days. You will be provided with the name and contact details of the person handling your complaint and when you can expect to receive their response. Where possible, the person handling your complaint will not have been directly involved in the matter which is the subject of your complaint.
2. Within 4 weeks of receiving your complaint, we will:
a) Write to you with our final response which will adequately address the subject matter of your complaint; or
b) Write to you to explain that our investigation has not been completed and provide you with an approximate timescale of when you can expect to receive our response.
3. Within 8 weeks of receiving your complaint, we will:
a) Write to you with our final response which will adequately address the subject matter of your complaint; or
b) Write to you apologising for the delay, explaining what has caused it and when you can expect to receive our final response. We will also inform you that if you are unhappy with how the complaint has been handled at this stage, you are entitled to refer your complaint to the Legal Ombudsman.
