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Claim Central

Complaints Procedure

At Claim Central, we are committed to delivering high-quality service and addressing any issues that arise promptly and effectively. If you have a complaint or concern about our service, we want to ensure that you have a clear and straightforward way to bring it to our attention. Your feedback is vital to us, as it helps us improve and serve you better.

Purpose of This Policy

Our complaints procedure is designed to provide you with a clear understanding of how to make a complaint, how it will be investigated, and the timescales involved in resolving your issue. We aim to address complaints efficiently and to your satisfaction.

How to Make a Complaint

Initial Contact:

  • You can make a complaint via email, phone, or our online contact form.
  • Provide as much detail as possible about your complaint to help us investigate thoroughly.

Acknowledgment:

  • We will acknowledge receipt of your complaint within 5 working days. If your complaint involves a third party, we will forward your complaint to them and provide you with their contact details and their complaints handling procedure.

Informal Resolution

For complaints directly related to our services, we will:

  • Acknowledge your complaint within 5 working days.
  • Investigate the issue and work towards an informal resolution.
  • Inform you of our findings and resolution efforts.

If your complaint involves a third party, we will:

  • Forward the complaint to the third party if they are solely responsible.
  • If both we and the third party are responsible, we will coordinate to resolve the issue and keep you informed of our investigation and the expected timeline.

Formal Resolution Process

If the informal resolution does not meet your expectations or if you need to escalate the matter, we will:

  • Acknowledge your formal complaint within 5 working days of receipt.
  • Conduct a thorough investigation and provide a detailed written response within 8 weeks of the acknowledgment.
  • The response will include suggestions for resolving the issue and our final decision.

Appealing the Decision

If you are not satisfied with the outcome of our investigation, you have the right to appeal. You can escalate your complaint to the Financial Ombudsman Service. You can also contact them if you do not receive a response within the 8-week timeframe.

Contact Details for the Financial Ombudsman Service

Please Note: You have 6 months from the date of receiving our final response or from the end of the 8-week deadline to escalate your complaint to the Financial Ombudsman Service.

Need Help?

For further assistance or if you have any questions, please contact us:

We are dedicated to resolving any issues and ensuring you have a positive experience with our services. Your satisfaction is our priority.

Disclaimer

Claim Central operates under the trading name of Your Law 4U Limited, regulated by the Financial Conduct Authority for claims management activities (FCA license number 833158). Your Law 4U Limited is incorporated in England and Wales (Company Registration Number 07448143) and has its registered office at 34 Brooke Avenue, Hipperholme, Halifax, West Yorkshire, UK, HX3 8FT.
The No Win No Fee Success Fee is determined by the expert panel member we refer you to and is payable directly to them. Our panel includes several law firms, which are listed in our Terms & Conditions. The No Win No Fee typically ranges from 25% plus VAT. Fees will always be agreed upon with your solicitors’ firm in advance.

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