What to do if you are a consumer and you have
a problem with our service
How we can help
Claims Justice is committed to providing you with the highest standard of service. However, if you do have a complaint, we will do everything possible to ensure that it is dealt with quickly and fairly.
The information provided here will show you how to:
- Make a complaint
- Contact the right person quickly
- Take further action if you are unhappy with the outcome
Please note that any complaint must be notified to us within six months of the occurrence of the event that caused it.
Our commitment to you
We do everything in our power to ensure that customer complaints are dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.
How to complain
The easiest way to register a complaint is by giving us a call. Depending on the nature of your complaint, please contact the appropriate department using the details below.
The member of staff receiving your complaint will try to resolve it immediately. If they cannot, or further investigation is required, please follow our Complaint Procedure:
Complaint Procedure
When expressing your complaint it is helpful to include all relevant details, such as details of any telephone conversations, emails, people contacted and any other circumstances relating to your concern. This helps us to quickly and more fully understand the nature of your complaint before beginning our investigations.
Once we have received your complaint the relevant Department Manager or one of his/her colleagues will acknowledge receipt in writing within 5 working days. You can normally expect a further full written response within 20 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this point.
In the unlikely event that your complaint has not been resolved within four weeks of receipt, we will write to you explaining the reasons why and explain what further action we will need to take.
Within eight weeks of receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate our investigation will be concluded.
Write to us
| Personal Injury: |
Complaints Department (PI)
Claims Justice
FREEPOST |
| |
Tel: 0844 774 1464 |
| |
| Other Complaints: |
Complaints Department (O)
Claims Justice
FREEPOST |
| |
Tel: 08432 890089 |
The Ministry of Justice (MOJ)
If you are unhappy with our final decision, or if we do not complete our investigation within the specified period, you may refer your complaint to the Ministry of Justice. Please note that if you wish to refer your complaint to the MOJ this must be done within 6 months of receiving our final response letter. The address for the MOJ is:
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
Tel: 0845 450 6858
Email: info@claimsregulation.gov.uk
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