Complaints Procedure
Last Updated: December 18, 2024
Our Commitment
At My Claims Centre, we are committed to providing high-quality referral services to all our clients. However, we recognize that there may be occasions when you feel our service has not met your expectations.
We take all complaints seriously and will investigate them thoroughly and fairly. This page explains how to make a complaint about our referral service and what you can expect from our complaints process.
Complaints About Your Solicitor
If your complaint is about the legal services provided by your solicitor (rather than our referral service), you should direct your complaint to them in the first instance. Solicitors have their own complaints procedures and are regulated by the Solicitors Regulation Authority (SRA).
How to Make a Complaint
If you are unhappy with any aspect of our service, please let us know as soon as possible. You can make a complaint by:
Send your complaint to: info@myclaimscentre.co.uk
Please include "COMPLAINT" in the subject line
📞 Telephone
Call us during business hours (Monday-Friday, 9am-5pm)
Ask to speak to a complaints handler
✉️ Post
Write to us at our registered office address
Mark your envelope "COMPLAINT - CONFIDENTIAL"
What to Include
To help us investigate your complaint quickly and effectively, please provide:
- Your full name and contact details
- Your claim reference number (if applicable)
- A clear description of your complaint
- Details of what happened and when
- Copies of any relevant documents or correspondence
- What you would like us to do to resolve the matter
Our Complaints Process
Step-by-Step Timeline
Step 1: Acknowledgement
Within 5 business days
We will acknowledge receipt of your complaint in writing. We will provide you with:
- A unique complaint reference number
- The name of the person handling your complaint
- Information about our complaints procedure
- Details of the Financial Ombudsman Service
Step 2: Investigation
As soon as possible
We will investigate your complaint thoroughly by:
- Reviewing all relevant information and documentation
- Speaking to staff members involved
- Considering your perspective and desired outcome
- Assessing whether our service met required standards
If we need additional information from you, we will contact you promptly.
Step 3: Resolution
Within 8 weeks (target: much sooner)
We aim to resolve complaints as quickly as possible, ideally within a few days. However, complex complaints may take longer.
Our Final Response will include:
- A summary of the complaint
- Our findings from the investigation
- Our decision and reasons
- Details of any remedial action or compensation offered
- Your right to refer to the Financial Ombudsman Service
⏱️ 8-Week Deadline
We are required by the Financial Conduct Authority (FCA) to issue a Final Response within 8 weeks of receiving your complaint. If we cannot resolve your complaint within this timeframe, we will write to explain the reasons for the delay and provide you with information about referring your complaint to the Financial Ombudsman Service.
If You're Not Satisfied
If you are not satisfied with our Final Response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Financial Ombudsman Service (FOS)
The FOS is an independent body that resolves disputes between consumers and financial services providers. Their service is free to consumers.
FOS Contact Details
Telephone:
0800 023 4567 (free for most callers)
0300 123 9123 (from mobile)
Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
⏰ Time Limits
You must refer your complaint to the FOS within 6 months of the date of our Final Response letter. If you do not refer your complaint within this timeframe, the FOS may not be able to consider it.
Alternative Dispute Resolution
In addition to the Financial Ombudsman Service, you may also be able to use other alternative dispute resolution (ADR) services. However, the FOS is the designated ADR entity for claims management companies regulated by the FCA.
Regulatory Information
My Claims Centre is a trading style of SOLVO SOLUTIONS LTD (Company No. 14760023), authorised and regulated by the Financial Conduct Authority (FCA) for claims management referrals (FRN: 1013195). Our complaints procedure complies with FCA requirements set out in the Dispute Resolution: Complaints (DISP) sourcebook.
Our registered office is: Office 116 Regents Pavilion, Moulton Park Industrial Estate, Northampton, England, NN3 6BJ.
If you have concerns about how we have handled your complaint, you can contact the FCA:
Financial Conduct Authority
12 Endeavour Square
London
E20 1JN
Telephone: 0800 111 6768
Website: www.fca.org.uk
Learning from Complaints
We view complaints as an opportunity to improve our services. We maintain records of all complaints and regularly review them to:
- Identify patterns or recurring issues
- Improve our processes and procedures
- Provide additional staff training where needed
- Enhance the overall client experience
Your feedback is valuable in helping us deliver better service to all our clients.
Compliments and Feedback
While this page focuses on complaints, we also welcome positive feedback and compliments. If we've provided excellent service, we'd love to hear about it!
You can share your positive experiences by emailing us at info@myclaimscentre.co.uk
📋 Quick Reference
Acknowledgement:
Within 5 business days
Resolution Target:
As soon as possible
Maximum Time:
8 weeks
FOS Referral Window:
Within 6 months of Final Response