Claims Master Limited, CFS Business Park, Coleshill Road, Sutton Coldfield, West Midlands B75 7FS.

Registered in England & Wales No. 6752953. Claims Master Ltd is regulated by the Ministry of Justice in respect of regulated claims management activities no. CRM17856.

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Complaints Procedure

At Claims Master Ltd (hereinafter “Claims Master”) we pride ourselves on the way we treat our clients; we aim to process cases efficiently and effectively, always keep you informed of the progress of your case and pay out any award as quickly as possible.

However, problems do arise from time-to-time and we believe that a good indication of the quality of any business is how it deals with such problems. Accordingly, we will endeavour to treat any complaint fairly, professionally and promptly.

In the event that our service has fallen below your expectation and you wish to make a complaint, please use our complaints procedure, as set out below.

Any complaint received will be processed strictly in accordance with the procedure, which includes an escalation process (as far as a Claims Master Director).

1. Who do I complain to?

You should address your complaint in the first instance to the Head of Client Services at Claims Master.

2. How/where do I make my complaint?

In common with most businesses, we are only able to fully investigate complaints that are made in writing (including e-mail).

You can submit a complaint by letter to:-

Head of Client Services

Claims Master Ltd

CFS Business Park

Coleshill Road

Sutton Coldfield

West Midlands

B75 7FS

Alternatively, you can e-mail your complaint to:-     hocs@claimsmasterltd.co.uk

3. What do I set out in my complaint?

Please tell us in as much detail as possible, including dates and times where relevant, precisely why you are unhappy with Claims Master. Also, please advise us what you would like us to do to remedy your complaint.

4. How long do I have to make a complaint?

We will consider complaints made at any time. However, it is clearly in your interest to submit any complaint as soon as possible after the cause of the complaint has arisen and become known to you.

As a general rule, we will only guarantee to follow this complaints procedure if you have submitted your complaint no more than 6 months after you became aware of it (this does not affect your statutory rights and is in line with the complaints procedures of most industry regulators).

5. How does the complaints procedure work?

Our procedure has a number of stages, as follows:

• Acknowledgment: we will send you a written acknowledgment of your complaint, by letter or e-mail (depending on the method you used to make your complaint), within 7 business days of receipt of your complaint
• Investigation: we will investigate your complaint as fully as possible and issue our response within 20 business days. If we do not feel we are able to issue a response at this stage, eg. because we require more time to investigate, we will tell you. We will always issue a response within a further 20 business days
• Client Review: we will assume that you are satisfied with our response if we do not hear back from you within 10 business days of our response being issued
• Appeal: if you are unhappy with our response, you can request a further review of your complaint, stating your reasons why. The review will be undertaken by a Director who will issue a final response to you within 20 business days of receipt of your appeal

6. What if I am unhappy with the final response?

If you are unhappy with our final response, you have the right to refer the matter to the claims management regulator, who will consider your complaint.

Please contact the Ministry of Justice at the address below:-

Claims Management Regulation

Monitoring & Compliance Unit

57-60 High Street

Burton-upon-Trent

Staffordshire

DE14 1JS

E-Mail: info@claimsregulation.gov.uk

Web: www.claimsregulation.gov.uk

Tel: 0845 450 6858

Claims Master Ltd’s Ministry of Justice Authorisation Number is CRM17856