Complaints Procedure

How to Make a Complaint

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated by the Financial Conduct Authority. Our contact details are as follows:
   
   Address: Fair Return Legal Services Ltd., Parkhill Business Centre, Walton Road, Wetherby, LS22 5DZ
   
   Telephone: 0330 094 5980
   
   Email: pmiller@fairreturn.co.uk
   

2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
   

3. Within four weeks of receiving a complaint, we will send you either:
   a) a final response adequately addressing the complaint; or
   b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
   

4. Within eight weeks of receiving a complaint we will send you either:
   a) a final response adequately addressing the complaint; or
   b) a response which
   i) 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
   ii) informs you that you may refer the handling of the complaint to the Claims Management Ombudsman if you are dissatisfied with the delay.
   

5. 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 that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
   
   Claims Management Ombudsman
   Exchange Tower
   Harbour Exchange
   London
   E14 9SR
   
   Tel: 0800 023 4567