Complaints Procedure (UK)

At ClaimSorted, we’re committed to providing a high standard of service to all our customers. We recognise that sometimes things can go wrong, and when they do, we want to put them right as quickly as possible.

If you’re unhappy with any aspect of our service, please let us know. We take all complaints seriously and aim to resolve them promptly and fairly.

Our Objectives

• Respond to complaints in a timely manner
• Investigate all complaints fairly and thoroughly
• Keep you informed throughout the process
• Resolve issues as quickly as possible
• Use feedback to improve our services and prevent future issues

Procedure

• We will acknowledge your complaint within 5 working days
• We will investigate your complaint as quickly as possible
• We will keep you updated on progress where necessary
• We aim to resolve complaints within 15 working days
• Once our investigation is complete, we will provide you with our final response, including the outcome and any next steps

How to Make a Complaint

You can contact us using any of the following methods:

Email: complaints@claimsorted.com
Phone: +44 20 4634 8826
Post: ClaimSorted, 124 City Road, London, EC1V 2NX

Please include your name, contact details, claim reference/policy number and a description of your complaint so we can assist you as quickly as possible.

Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of our written final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can find out more information regarding the Financial Ombudsman Service in their leaflet, Your complaint and the Ombudsman.

The Ombudsman’s details are as follows:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The Financial Ombudsman Service also provides a leaflet outlining their service, which you can find on their website. Should you wish for a hard copy of this leaflet to be sent to you by post, please let us know and we can arrange this for you.