Complaints Procedure

At Charterhouse Claims we take customer relations very seriously and we always strive to improve our service. Any complaints we do receive will be dealt with quickly and professionally following the guidelines outlined below:

  1. Complaints may be made by any of the following

a) in writing, to the Complaints Officer at Charterhouse Claims Ltd, Unit 64 Capital Business Centre, 22 Carlton Road, South Croydon, Surrey CR2 0BS
b) by e-mail to Complaints@Charterhouseclaims.com
c) by telephone on 0208 9162424
d) or in any other form in respect of a claims management service that we have provided and that is regulated under the Financial Services and Markets Act 2000.

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, 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.

3. Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:

i explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

ii informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

5. If we are unable to resolve your complaint, or if a complaint is not resolved after eight weeks then you can have the complaint independently looked at by the Financial Ombudsman Service. The Financial Ombudsman Service investigates complaints about poor service from claims management companies. The Financial Ombudsman Service 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. Should you wish to refer your complaint to the Financial Ombudsman Service this must be done within six months of our final response to your complaint. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email:  complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4 567 (Opening times: Monday to Friday – 8am to 8pm and Saturday – 9am to 1pm)

SMS: You can also text the Financial Ombudsman Service on 07860 027 586 and they will call you back.

© 2014 Charterhouse Claims. All rights reserved.

CHARTERHOUSE CLAIMS IS A CLAIMS MANAGEMENT COMPANY. YOU DO NOT NEED TO USE A CLAIMS MANAGEMENT COMPANY TO MAKE YOUR COMPLAINT TO YOUR BANK. IF YOUR COMPLAINT IS NOT SUCCESSFUL YOU CAN REFER IT TO THE FINANCIAL OMBUDSMAN SERVICE FOR FREE

There is no upfront fee or charge for this service unless Charterhouse is successful in recovering your compensation. However, if you choose to cancel the contract after the cooling off period we reserve the right to charge an administration fee.

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