Complaints Procedure

Complaints Procedure

OnClaims will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.

Our internal complaints procedure
Our internal complaints handling procedures follow the guidelines of the Financial Conduct Authority (FCA) as set out in their handbook. Our handling processes are also informed by CHR provisions / guidance. A copy of our full complaints procedure is available on request.

What you need to do if you have a complaint
You should raise your complaint with us by telephone, email, letter, and fax or in person to:

Amanda Turner
Managing Director
OnClaims Ltd
Bridge Street Mills
Bridge Street
Macclesfield
Sk11 6QA

Tel: 01625 507522

Email: [email protected]

How we will handle your complaint
We will:
Endeavour to resolve your complaint as quickly as possible
Acknowledge your complaint promptly and in writing within 5 business days of receipt
Advise you of the person dealing with your complaint and how you can contact them
Provide a final response to your complaint within 8 weeks of receipt
If we cannot reach a resolution
If you are dissatisfied with our response, you can refer your complaint to the Legal Ombudsman Service within 6 months of our final decision. The address is given below:

Legal Ombudsman Service
PO Box 6806, Wolverhampton, West Midlands, WV1 9WJ
Tel: 0300 555 0333 Email: [email protected]. www.legalombudsman.org.uk

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Following issues with my own insurance company failing to resolve a third party claim, I was given OnClaims’s number. My first contact on ringing OnClaims Ltd was speaking to Hayley and I can only say from the outset, it was like a breath of fresh air!
Geoff Burke