Complaints Procedure

Claims 2 Gain and Claims2Gain.com are trading styles of Consumer Claims (UK) LLP who are Authorised and Regulated by the Financial Conduct Authority.

If you are dissatisfied with the service you have received from Consumer Claims (UK) LLP  please follow the procedure below. 

Responding to a Complaint

Our Compliance Manager, Kylie Sheedy will investigate your complaint.  She has  authority to respond to your complaint and to offer you redress if appropriate.

You will receive within five working days a written and/or electronic acknowledgement and details of how your complaint will be investigated. Our Compliance Manager will then write to you within 8 weeks with either

  • a - final response to your complaint or
  • b - an explanation as to why we are not able to resolve your complaint when they expect to be able to provide you with a final response

Outcome

Where the Compliance Manager decides uphold your Complaint, your Final response will indicate the form of any Redress.  The Redress may not always involve financial compensation; it may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it will include a reasonable rate of interest. 

In the event you remain unhappy with our final response or we do not provide a final response within eight weeks of your initial complaint, you are entitled to refer your complaint to the Financial Ombudsman Service at any time within six months of the date of any final response we provide. If you do not make a complaint within this timeline the Financial Ombudsman Service does not have our permission to consider the complaint.

The Financial Ombudsman Service will only act once all steps of our complaints handling procedures above have been followed. 

Further details on the Financial Ombudsman Service are available at https://www.financial-ombudsman.org.uk/consumer/complaints.htm

The Financial Ombudsman Service can be contacted in different ways as follows.

If you would like to complain to the Financial Ombudsman Service in writing, their address is: Financial Ombudsman Service

Exchange Tower

Harbour Exchange

London, E14 9SR

 

The Financial Ombudsman Service advises you do not send original documents as they scan any documents sent them and then destroy the originals. 

Alternatively, if you would like to complain to the Financial Ombudsman Service by email complete the Financial Ombudsman Service’s complaints form available on their website and email it to the Financial Ombudsman Service at complaint.info@financial-ombudsman.org.uk

Alternatively telephone the Financial Ombudsman Service on 0800 023 4 567. They are available between 8.00am and 08.00pm Monday to Friday and Saturday 09.00am to 1.00pm to answer your calls. All calls are recorded for training and monitoring purposes.

Contact us Today...

We look forward to assisting you with your enquiries. If you have any questions please call us today on: 0800 138 8200 or from a mobile call: 01942 238 214