At Join the Claim our aim is to provide you with excellent customer service as a valued customer by upholding the highest standards. However, if our service does not meet your expectations and you are dissatisfied with the service provided to you, you are entitled to make a complaint. The Complaint Handling procedures set out below are for in respect of both regulated and unregulated claims management services. The only material difference is that complaints relating to unregulated claims management services cannot be referred to the Claims Management Ombudsman for further consideration.
You can make a complaint by any reasonable means such as telephone, email, post or in person using the following contact details:
COMPLAINTS HANDLER
Our complaints handler is Jordan Clayton.
We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved. It will make you aware of your right to refer the complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service) should you be dissatisfied with our resolution.
Should a further (or new) complaint arise from you, or we are not able to resolve the complaint by the close of the third business day, it will be logged and dealt with as follows:
Where we need more time to resolve a complaint, or a further complaint is received, we will send you a written or electronic acknowledgement to you within five business days of receipt, outlining our understanding of the complaint points and identifying the individual handling the complaint.
If your complaint solely relates to a third party such as a panel solicitor, we will forward your complaint to the third party that we believe is solely responsible for your complaint. We will send you an acknowledgment letter within 5 working days to inform you of this which will include the third parties’ details and their complaints handling procedure and how they will address your complaint. If we are jointly responsible with a third party for the complaint, we will issue you an acknowledgment within 5 working days and inform you of how we will investigate your complaint and the timescales of which we have to address your complaint.
The Complaints Handler will investigate the subject matter of the complaint and, where required, may contact you to obtain further information to investigate the complaint. The nature of the investigation will depend on the nature of the complaint but may involve reviewing internal records and reviewing all communications with you. The Complaints Handler will assess whether the complaint should be upheld or rejected, and whether remedial action is necessary.
We will keep you informed about the progress of investigations by sending written communication either by email or post on a weekly basis. We will ensure that the individual(s) involved in investigating complaints are independent and have not been involved in the events complained about (where possible).
We will endeavour to issue a final response to you within eight weeks of receiving your complaint. This will be considered our ’final response’ which will be a written response that either:
(a) Accepts the complaint and where appropriate, offers redress or remedial action (appropriate redress will not always involve financial redress); or
(b) Offers redress or remedial action without accepting the complaint; or
(c) Rejects the complaint and gives reason for doing so and which:
(d) Informs the complainant that if they are not satisfied with our response, they may refer their complaint to the Claims Management Ombudsman (part of the Financial Ombudsman service) by letter, email or telephone and which:
(i) Encloses a copy of the Financial Ombudsman standard explanatory leaflet; ( a copy can be found from the following link
https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
(ii) Provides the website address of the Financial Ombudsman Service
(iii) Indicates that we waive the relevant time limits (where relevant)
If a complaint is not resolved after eight weeks, we will explain in writing why we are not in a position to make a final response and indicate when we expect to be able to provide a final response. You have the right to refer to the matter to the Claims Management Ombudsman at this point, full contact details will be provided to you. In either case you must refer your complaint to the Claims Management Ombudsman within six months of the date of our letter.
The Claims Management Ombudsman (CMO) is part of the Financial Ombudsman Service and is an independent body established to settle disputes between claims management companies and consumers in a fair and impartial way. They can only deal with complaints about regulated claims management services. They may investigate complaints up to six years from the date of the problem happening or within three years of you becoming aware of the problem. You can refer your complaint to the CMO on any of the below contact details:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk
Email: [email protected]
If you wish to raise your complaint to the Claims Management Ombudsman, doing so is free but you must do this within six months from the date of our final response unless we have expressly said otherwise within our final response. You can find more information on the services provided by the Financial Ombudsman Service by visiting their website at https://cmc.financial-ombudsman.org.uk/consumers/complain
We take all reasonable steps to identify and remedy any recurrent themes or systemic issues arising from the complaints we receive. This includes monitoring complaints on a regular ongoing basis to assess root causes, monitoring and analysing the responses received from the Claims Management Ombudsman and using these data to inform us in the improvement of our claims management services.
Where we identify customer detriment through our root cause analysis, we will seek to establish:
We collect and report on complaints data to help us to determine whether our customers are receiving good outcomes in compliance with the FCA’s Principle 12. This data is anonymised and feeds into our service strategy and design, helping us to amend and improve our services
We connect consumers with their legal dream teams to ensure they get the compensation and support they deserve.
Join the Claim is not a law firm. We connect individuals with top law firms for group action claims, and our service is free to use. While we may receive a fee from the law firms we introduce you to, this will not affect your costs or compensation. We are not responsible for the advice or services provided by these firms. Please note, nothing on this website is legal advice, and while we check claim eligibility, we cannot guarantee a law firm will accept a case.
Join the Claim is a trading name of Join the Claim Limited, authorised and regulated by the Financial Conduct Authority (FRN: 1053404). Registered in England and Wales, Company No: 16245278. Registered office: 32 Eyre Street, Sheffield, S1 4QZ.
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