Our Complaints Process

At Investor Compensation (Claims) LLP customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.

Our internal complaints procedure is designed to resolve our clients’ concerns quickly and efficiently. Complaints may be made in writing, by e-mail, telephone, or any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

In the unlikely event you need to make a complaint, please write to:

Customer Relations
Investor Compensation (Claims) LLP
Unit 1C
Riparian Way
Crossing Business Park
Crosshills
Keighley
BD20 7AA

0844 880 0648


Complaints can also be sent by e-mail to: Customer Relations

What happens next?

  1. You will receive a written or electronic acknowledgment of your complaint within five business days of receipt, identifying the person who will be handling the complaint the complaint for the business. Your complaint will be thoroughly investigated your concerns and, wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle it.

  2. Within four weeks of receiving the complaint, we will send you either:

    1. A final response which adequately addresses the complaint; or
    2. A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you

  3. Within eight weeks of receiving the complaint, we will send you either:

    1. A final response which adequately addresses the complaint; or
    2. A response which:
      1. Explains why we are still not in a position to make a final response, giving reasons for the further delay; and
      2. Informs you that you may refer the handling of the complaint to the Claims Management Regulator 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 do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department. If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What to do if you are not satisfied with our response

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
PO Box 7824
Burton Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 450 6858

The Regulator will only intervene once all steps of the company’s in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

We reserve the right to decline to consider a complaint which is made more than six months after you became aware of the cause of the complaint. There maybe instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been outside the time limit that we are prepared to consider.




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