Complaints

Action Claims and Mortgages Ltd aim to provide you with the highest standards of service, however, there may be an occasion when you feel you have cause for complaint. If this is the case, please be assured our staff will do all they possibly can to resolve the problem and ensure you receive a prompt and fair response to your complaint.

We have a formal complaints handling procedure in place and our procedures meet the standards set by the two regulatory bodies which authorise our business, the Financial Services Authority and the Ministry of Justice.

Our promise to you

Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We will send you an acknowledgement letter within 5 working days of your complaint being received by us in writing. We are committed to resolving your complaint whenever possible through our complaints procedure, however, if our investigations cannot be completed within 4 weeks, we will confirm in writing the reasons for the delay

Furthermore, if our investigations have not been completed within 8 weeks, we will outline our findings to you in writing and explain why we are unable to resolve your complaint, as well as highlighting your right to refer your complaint to the relevant Ombudsman.

Should you wish to discuss any concerns you may have, please telephone us on 0161 495 2060, or alternatively, email us at complaintsofficer@actionclaims.co.uk

If you are covered by our Legal Expense Policy Insurance, your Ombudsman will be:

Financial Services Authority
Company Ref No - 306011
www.fsa.gov.uk/register
Address - 25 The North Colonnade
Canary Wharf
London
E14 5HS

Otherwise it is:

Ministry of Justice
Company Ref No - CRM2517
www.claimsregulation.gov.uk
Address - Selborne House
54 Victoria Street
London
SW1E 6QW.