Complaints Policy

Providing an excellent client service is important to us, in the vast majority of cases, this is exactly what you will receive.

However, in the event of you being dissatisfied with any part of the service provided, we will always acknowledge receipt of your complaint within 5 working days and endeavour to speedily resolve the problem.

This can usually be best achieved by contacting the claims consultant who originally dealt with you. The claims consultant will expect to hear from you if you are unhappy and will aim to resolve your complaint on the same day.

If an immediate solution cannot be achieved because further investigation is necessary, we will inform you straight away.

Should our investigation take longer than anticipated, which will only happen if the circumstances are particularly complex, we will explain why and we will make sure you are provided with regular updates.

We will not normally allow any complaint to be unresolved for more than 4 weeks, as we will always agree a course of action with you, within this time frame.

Any investigation will always be overseen by a specially selected and trained staff member.

If you have a complaint about the service, or advice you have received from your solicitor, you should complain directly to them, or, to the firm they work for.

If at any time you are unhappy with the progress or outcome of our investigations, please do not hesitate to contact us.


Alternatively, you can contact by:


0203 008 5400    

Click Here    

Client Care Department
79 College Road
HA1 1BD   


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