Complaints

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.

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:
OnClaims Ltd
Bridge Street Mills, Bridge Street, Macclesfield, SK11 6QA
0800 093 2030 / [email protected]

Our handling processes are also informed by CHR provisions / guidance. A copy of our full complaints procedure is available on request.

How we will handle your Complaint

We will:
Endeavour to resolve your Complaint as quickly as possible
Acknowledge your Complaint promptly and in writing
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 Final Response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact details are as follows

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Email: [email protected]

Further information is available on the Financial Ombudsman Service website
www.financial-ombudsman.org.uk

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What our clients say about us

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