Company Complaints Procedure

Should the unlikely occasion arise that you are particularly unhappy with the services that Civil Claims Services provide, we ask you to follow our complaints procedure as detailed below.

Complaints Procedure
Step.1.
In the event that you feel unhappy with our service please call us on 01606800181 or email concerns@civilclaimservices.co.uk or write to us 13 Market Street, Northwich, Cheshire, CW9 5BD .

Step 2.
Upon receipt of your complaint we will send you an acknowledgement of your complaint within five business days of receipt. In this correspondence we will 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.

Step 3.
In the four weeks following receipt of your complaint, we will send you either:

A final response adequately addressing the complaint; or
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.
Step 4.
At a maximum of eight weeks of receiving your complaint we will send you either:

A final response ; or a response which:
Explains why we are still not in a position to make a final response, explaining the reasons behind the delay and we will also let you know when we expect to be able to provide a final response; and
you may refer the complaint to:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/
N.B. Please note you have 6 months from the date of our final decision to approach the Claims Management Ombudsman.

Step 5.
Where we decide that redress is appropriate, we will provide you with a full explanation of what we believe to be fair redress and will provide you with any offer of redress that you accept. This does not mean that you will always be offered a financial payment, but could involve a written apology.

Step 6.
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. Should your complaint be made outside the six months we will confirm this to you in writing.

Step 7.
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 Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/

Step 8.
The Ombudsman can review the handling of the complaint and can give a direction on further handling of the complaint.

However, Civil Claims Services take pride in providing a high quality of service to each and every one of our customers

CONTACT US

13 Market Street
Northwich
Cheshire
CW9 5BD

0800 862 0605

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