In the unlikely event that you have a complaint, then we have a set procedure for you to follow, which hopefully will resolve your issue with us. Any complaint should be made in writing and address to Help U Claim, St James Court, Brown Street, Manchester, M2 1DH
Upon receipt of a complaint, a letter of acknowledgement will be sent within five days of receiving it. If the nature of the complaint is not clear, we will ask for more details when we acknowledge the letter.
We will open a file and record your complaint in our complaints book.
- The complaint will be investigated and we may either:
- (a)ask the relevant member of staff to reply to your complaint within ten working days;
- (b)ask the member of staff for more information within five working days and then reply to you;
- (c)ask you if you would prefer to have a meeting to discuss your complaint.
If you do not wish to attend, or you are unable to attend a meeting, we will write to you with our suggestions to resolve the matter within twenty eight days of receiving your letter of complaint. If you are not satisfied with our response, we will ask you to contact us again and we will review our suggestion. This will be done by another senior member of staff at this office. A final decision will be made within five days of you asking for a review and you will be notified in writing. If, after twenty eight days we have not been able to write to you with a final decision, we will tell you and give you a date by which we can write to you with the decision. If you are still not satisfied, you should then contact Claims Management Regulator, at PO Box 7824, Burton On Trent, Staffordshire, DE14 9DP quoting our reference number CRM20051 and we will cooperate with them.