FT Claims Complaints Procedure

Our service to you

FT Claims is committed to providing a high standard of service to everyone at all times.

We will:

answer your letters, faxes and emails quickly and clearly

answer telephone calls promptly and ensure you are dealt with courteously and professionally

provide clear and straightforward information about our services

do all that we can to make our services available to everyone

listen to comments about our services and ensure that if problems occur, steps are taken so that they don’t happen again

treat you respectfully, considerately and fairly.

However, we recognise things can go wrong from time to time. You can complain to FT Claims about any aspect of our service. This might be the attitude of our staff, the quality of our service or delays in receiving information or a response from us.

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.

How to complain

You can make a complaint:

in writing

by fax

by email

by phone

in person.

When you make a complaint, please tell us:

what went wrong

when it happened

who you dealt with

how you would like it settled.

How we will handle your complaint

We will always acknowledge your complaint within five business days of receipt.

We will identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Try to resolve your complaint within 28 days – we will let you know if there is likely to be a delay, explain why and tell you when we expect to resolve it

If we uphold your complaint, we will apologise, explain what went wrong and how we will prevent it from happening again.

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

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
Email: info@claimsregulation.gov.uk
Tel: 0845 4506858

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

We will always respect your right to confidentiality and not treat you any differently for complaining