Select Claims are committed to providing a quality service. However, if any aspect of our service fails to reach the highest standards, please notify us of your complaint.

Complaints can be made in the following ways:-

In writing:

The Customer Services Department

Select Claims

First Floor Offices

34 Belvoir Street

Leicester

LE1 6QH

By telephone: 0845 366 8526

By email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Please ensure that you provide your full name, address and contact telephone number/email address in any communication to us so we can ensure that we can contact you to deal with your complaint.

Your complaint should be made by one of the methods available above within a reasonable time from when you became aware of the cause of your complaint.

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 time limit but this will be at our discretion.

We will confirm to you in writing if a complaint has been made outside the above time limit and also whether or not we are prepared to consider the complaint.

We will confirm to you in writing the person who will be handling the complaint on behalf of the company within 5 working days of receipt of your complaint. That person will hold a senior position in the company and, where possible, will not have been directly involved in the matter which is the subject of the complaint, and will have full authority to settle the complaint.

If your complaint is made by phone, we will try to resolve your complaint immediately. If we are unable to do so, we will try and resolve your complaint as soon as possible.

If you complaint is made in writing or by email, we will contact you promptly. If we are unable to resolve your complaint by telephone or email within 24 hours, we will officially acknowledge your complaint in writing or by email within 5 working days of receipt.

a) Within 4 weeks of receiving your complaint, we will send you either:

i) a final response which adequately addresses the complaint;

or

ii) a written response which explains why we are not yet in a position to resolve the complaint which will indicate when we will make further contact with you.

b) Within eight weeks of receiving your complaint, we will send you either:

i) a final response which adequately addresses the complaint;

or

ii) a written response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response and informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Appropriate redress will not always involve compensation. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the regulating body:

Claims Management Regulator

PO Box 7824

Burton on Trent

Staffordshire

DE14 9DP

Telephone: 01926 820 082

Fax: 01926 431 435

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The Regulator will review the handling of the complaint and can give a direction on further handling of the complaint. However, the Claims Management Regulator cannot determine a complaint or award compensation.

If your complaint is about the service from one of our panel solicitors recommended to you by Select Claims, we will attempt to assist you in resolving the complaint with those solicitors. If we are unable to resolve this for you, you will need to use the internal complaints procedure of that firm of solicitors. If you remain unhappy about their handling of your complaint, you can contact the Legal Complaints Service as follows:

Legal Complaints Service

Victoria Court

8 Dormer Place

Leamington Spa

Warwickshire

CV32 5AE

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