Complaints Procedure

Our clients are important to Your Claim Matters. We want to exceed our customers’ expectations every time; however there will be occasions where we may fall short in some way. If this happens we want to know, and we can assure you that we take every complaint received very seriously and deal with them in accordance with our internal complaints procedure which is designed to resolve our clients concerns quickly and efficiently.

How can I make a complaint?

You can contact us by post:

Your Claim Matters, 2nd Floor, 84 Salop Street, Wolverhampton, WV3 0SR

If you prefer to call us our number is 01902 954758

Complaints can also be sent by email to: compliance@yourclaimmatters.co.uk

What happens next?

You will receive an acknowledgement either by writing or by email within 5 working days of receipt. Our team will then investigate your concerns and a response will be issued within 8 weeks. Where we decide 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 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.

I’m not satisfied with the response…What can I do?

If you do not feel that your complaint has been resolved satisfactorily please get back in touch with us (using the above contact details) to explain why and ask for a further review.  Your case will be reviewed by the Senior Manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If I remain dissatisfied, who can I write to?

At Your Claim Matters we deal with regulated claims (eg Plevin PPI claims and motor finance claims) and non-regulated claims (eg tax claims). As tax claims are not regulated by the Financial Conduct Authority complaints regarding tax claims cannot be referred to the Financial Ombudsman Service. If, however, your complaint relates to a regulated claim (eg Plevin PPI claims and motor finance claims) and if you are not satisfied with our response, or if a complaint is not resolved after 8 weeks, you may refer the complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

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

Phone: 0800 023 4567 or 0300 123 9123

Any complaint must be referred to the Financial Ombudsman within 6 months of the date of our final written response.