Complaints Procedure

Complaints Procedure

Our clients are important to Claims1. We want to exceed our customers’ expectations every time; however there will be occasions where we may fall short in some way. If this happens we want to know, and we can assure you that we take every complaint received very seriously and deal with them in accordance with our internal complaints procedure which is designed to resolve our clients concerns quickly and efficiently.

How can I make a complaint?

You can contact us by post:

Claims1, 84 Salop Street, Wolverhampton, WV3 0SR

If you prefer to call us our number is 0330 828 0420

Complaints can also be sent by email to: compliance@claims1.co.uk

What happens next?

You will receive an acknowledgement either by writing or by email within 5 working days of receipt. Our team will then investigate your concerns and a response will be issued within 8 weeks. Where we decide redress is appropriate, we will provide you with fair compensation 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 involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

I’m not satisfied with the response…What can I do?

If you do not feel that your complaint has been resolved satisfactorily please get back in touch with us (using the above contact details) to explain why and ask for a further review.  Your case will be reviewed by the Senior Manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If I remain dissatisfied, who can I write to?

I you are not satisfied with our response to your complaint, or if a complaint is not resolved after 8 weeks, you may refer the complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123

Any complaint must be referred to the Financial Ombudsman within 6 months of the date of our final written response

Here to help!

If you have any queries please visit our FAQs page, or you can contact our customer services team by emailing info@claims1.co.uk, one of our specialists will be happy to help.

FAQs
Contact Us
Envelope Phone-alt

ADDRESS DETAILS

Claims 1
84 Salop Street
Wolverhampton 
WV3 0SR

PAGES

POLICIES

*We will run a free vehicle finance check. If we find you may be eligible, we will refer your claim(s) to our law firm partner My Law Matters (MLM). MLM will submit eligible claims to your lender(s) on a no win no fee basis. If successful, MLM’s fee is between 15% to 30% + VAT (18% to 36% total) of the amount recovered plus an admin fee of £30 + VAT (£36 total) per claim. MLM may charge a fee if you cancel after the 14-day cooling off period, this will be explained in their documentation which we will send to you. MLM pay Claims1 for claims referred, this is not payable by you. You don’t need to use our services; you can use another claims company or contact your lender or Financial Ombudsman Service for free. See Claims1T&C’s and Key Facts for full details including all fees applicable on payout of your claim.

Claims1 is a claims management company and is a trading style of Victor Hydon Ltd, Swinford House, Albion St, Brierley Hill, DY5 3EE and is registered in England and Wales (Company No 09086740) VAT registration number 204 1226 68. Victor Hydon Ltd is regulated by the Financial Conduct Authority (Firm reference number: 833758). These details can be confirmed by visiting the Financial Services Register, http://www.fca.org.uk/register. ICO Reg No. ZA067879. In order to opt out of future communications from Claims1 including post, email, telephone and SMS, please write to info@claims1.co.uk or call 0330 828 0420.