1. Introduction

At Refund My Claim, we are committed to providing high-quality services. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly. This Complaints Procedure outlines how we handle complaints to ensure a fair and transparent process.

2. Making a Complaint

If you wish to make a complaint, please contact us using one of the following methods:

• Email: info@refundmyclaim.co.uk
• Phone: ()
• Online: Visit our Contact Us page to submit a message.

Please provide as much detail as possible, including:

• Your full name and contact information.
• A clear description of the issue or concern.
• Any relevant dates or documentation related to the complaint?

3. Acknowledgement of Your Complaint

Upon receiving your complaint, we will acknowledge receipt within 5 business days. If we are unable to resolve the issue within this time frame, we will provide you with a written or electronic acknowledgement within 10 business days, including the name and contact information of the person handling your complaint.

4. Investigation and Resolution

We aim to resolve complaints as quickly as possible. Our process includes:

• Investigation: The person handling your complaint will not have been directly involved in the matter and will have the authority to settle the complaint.
• Response Time: Within four weeks of receiving your complaint, we will send you either:
  • A final response adequately addressing the complaint, or
  • A holding response explaining why we are not yet in a position to resolve the complaint and indicating when we will make further contact.
• Final Decision: Within eight weeks of receiving your complaint, we will send you either:
  • A final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or
  • A response explaining why we are still not in a position to make a final response, giving reasons for the further delay, and informing you that you may refer the handling of the complaint to the CMO if you are dissatisfied with the delay.

5. Appeals

If you are not satisfied with our decision regarding your complaint, you have the right to appeal to the Claims Management Ombudsman (CMO):

Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Website: https://cmc.financial-ombudsman.org.uk

Please note that you must allow us the relevant time frames to respond to your complaint before appealing to the CMO.

6. Compensation and Redress

If we determine that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Redress may not always involve financial compensation but could include an apology or another suitable form of remedy.

7. Contact Us

If you have any questions about this Complaints Procedure or need assistance, please contact us:

• Email: info@refundmyclaim.co.uk
  
• Phone: ()
• Online: Visit our Contact Us page.

Conclusion

We value your feedback and are committed to resolving any complaints promptly and fairly. If you have any concerns, please do not hesitate to contact us.