We are very sorry that you feel we have not provided the service that you expected and we are grateful that you are taking the time to let us know about the issues you are facing Please be rest assured that complaints will be taken seriously at The Claims Bureau Ltd (TCB) with a proactive attitude being taken to resolution. Below is everything you need to know about making a complaint and what you can expect from us.
Our office hours are Monday – Friday 9am – 5pm
You can complain to us in three different ways:
Write to us:
The Claims Bureau Suite 3, Anchor Springs Duke Street Littlehampton BN17 6BP
We aim to resolve all complaints within 24 hours of receipt. Your complaint is recorded and once we have a resolution to your complaint we will call you to discuss the resolution we are proposing. In the event you are happy with this we will write to you to confirm the resolution and close the complaint.
If you are still unsatisfied with any aspects of the service TMCB or its advisers have provided, then in the first instance your complaint will be passed to a complaint handler to be fully investigated.
Your complaint will be recorded and reviewed by the complaints team and you will receive a written acknowledgement within 5 working days of receipt, stating that your complaint is being investigated.
Once your complaint has been fully investigated we will issue you with a final response letter with 4 weeks of the date we originally received your complaint. In the event we have not resolved your complaint within the 4 weeks we will tell you what stage your complaint is at andwill issue a final response letter will be sent within 8 weeks of your original correspondence advising of the actions we have taken to resolve the complaint.
If you are not completely happy with the final response, you retain the right to refer your complaint to The Claims Management Regulator. Details of how to contact them are detailed below:
Phone: 0333 200 0110
Fax: 01283 233 335
(Lines are open Monday to Friday, 9:00am – 5:00pm)
Write to :
Claims Management Regulation Unit 57 – 60 High Street Burton–upon–Trent Staffordshire DE14 1JS