Making a Complaint

Making a Complaint

We are committed to treating all of our clients fairly and delivering quality service. Unfortunately, there may be a time when you don’t feel we’ve lived up to this. If so, we want to hear from you.

Step One: Making a Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns. We can be contacted as follows:

Claims Thru Us Limited
Unit 1
Meridian Trading Estate
Bugsby’s Way
LONDON
SE7 7SJ
Email: complaints@ctul.co.uk

Step Two: Acknowledging your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it.  We will provide you with a copy of our complaints procedure. We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint.  In this way we can complete a fair investigation.  We may ask you to submit copies of documentation to help us with our investigation.

Step Four:  Keeping you Informed.

If we have not been able to resolve your complaint within four weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it. At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six:  If you are still unsatisfied.

We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service (FOS) can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman Service (FOS) this must be done within six months of our final response to your complaint.

If you would like more information about the Financial Ombudsman Service (FOS) their contact details are as follows:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: www.financial-ombudsman.org.uk