Consumer Complaints Procedure
In the unfortunate event you are dissatisfied with the service Claim Solutions Scotland Ltd has provided in respect of its claim’s management activities, our complaints procedure is detailed below.

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

What constitutes a complaint?
An expression of dissatisfaction in relation to any of the services Claim Solutions Scotland Ltd provides constitutes a complaint, whether this is oral or written.

Claim Solutions Scotland Ltd is committed to providing market-leading levels of customer service and takes any unhappiness of the services provided very seriously.
All complaints, regardless of their nature, will be acknowledged and dealt with in accordance with our complaint’s procedure.

How can a complaint be submitted?
If you have a complaint about any element of the Claim Solutions Scotland Ltd service you can contact us by letter, telephone or email at:

Claim Solutions Scotland Ltd
1 Mossbeath Crescent
Glasgow
G71 7UY
t. 0141 319 8249
e. claims@claim-solutions-scotland.co.uk

Claim Solutions Scotland Ltd is registered at the above address
Claim Solutions Scotland Ltd is Regulated by the Financial Conduct Authority
Company Registration No: SC435537
FCA Number: 837720

Complaints Procedure
At Claim Solutions Scotland Ltd we endeavour to settle all complaints at the earliest opportunity; aiming for a speedy resolution.

All investigations will be conducted by a senior person who is not directly involved in the matter, who will follow our internal guidelines aiming to settle within the target timescales.
The process will be as follows: –

• • 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. 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.
  • Within four weeks of receipt of the complaint we will either:
    a) Send you a final response which adequately addresses the complaint, or;
    b) 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.
  • Within eight weeks of receiving the 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.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.
    If you are still not satisfied with our response to your complaint or it is not resolved within eight weeks you may wish to refer it to the Financial Ombudsman Service.

Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London E14 9SR
Tel.: 0300 123 9 123; web: http://www.financial-ombudsman.org.uk