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. 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:

OnClaims Ltd
Bridge Street Mills
Bridge Street
Macclesfield
Sk11 6QA

Tel: 01625 507558

Email: [email protected]

How we will handle your complaint
We will:
Endeavour to resolve your complaint as quickly as possible
Acknowledge your complaint promptly
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:

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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