Complaints Handling Policy

1. Complaints may be made in writing to My Claim Group, Unit 8a, Ashbrook Business Park, Manchester M22 5LB, by e-mail to info@myclaimgroup.co.uk or by telephone to 0800 756 3986

What Happens Once You've Complained

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt. Wherever possible, the individual completing the investigation will not have been directly involved in the matter which is the subject of the complaint. They will have the authority to settle the complaint.

3. Within eight weeks of receiving a complaint we will send you either:

  • a) a Final Response which adequately addresses the complaint; or
  • b) a response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.

4. Where we decide that redress is appropriate, we will provide you with fair redress for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always result in a monetary award.

If You Remain Dissatisfied

5. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Claims Management Ombudsman to independently consider your complaint:

6. Time limits apply. The Claims Management Ombudsman has jurisdiction to consider a claim where you are referring a claim either within:

  • six years of the problem happening; or
  • three years from when you found out about it; and
  • you are referring your complaint to the Claims Management Ombudsman within six months of our Final Response.