There are several ways to complain about a claims management company. It will depend on whether you contact the claims company or make a complaint to the Claims Management Regulator.
HOW TO COMPLAIN: You can make a complaint about poor service by telephone or by postal methods.
There is a specific complaints procedure to follow. You should contact either:
The role of a claims management company is to help their clients make claims against financial services providers.
Claims companies help their clients with the legal process. They charge a fee for this service. That is one reason why you have some recourse if they give out bad advice or conduct. An example could be advising a claim for mis-sold payment protection insurance (PPI).
What if you are not happy about the service provided by a claims company? It might be the fees they charged you or the results of a claim. In this case you should make a complaint to the Legal Ombudsman.
Contact the Legal Ombudsman
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Monday to Friday: 8.30am to 5.30pm
Check a list of telephone call charges.
What if you are not happy about the conduct of a claims management company? In this case you should make a complaint to the Claims Management Regulator (CMR).
Typical examples of poor conduct might include:
The Claims Management Regulator do not pay compensation. Nor can they order a claims management company to pay out compensation. They cannot force them compensate you even if you received poor service.
Note: The CMR will refer you to the Legal Ombudsman if the complaint is about receiving a poor service.
Contact the Claims Management Regulator
Telephone: 0333 200 0110
Monday to Friday: 9am to 5pm
Claims Management Regulation Unit
Monitoring and Compliance Office
57-60 High Street
Burton on Trent
Staffordshire DE14 1JS
You can download a complaints form from the government website. Fill in the MS Word document and then email it or post it to the Claims Management Regulator.
Click here to download the 'Claims Management Regulator - Conduct report form'.
How to Complain about a Claims Management Company in the United Kingdom