Carclaimer

Complaints Procedure

Last updated: February 2025

We are committed to providing an excellent service. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right.

How to Complain

To submit a complaint, please email us at support@carclaimer.co.uk.

Please include your name, email address, claim reference number (if applicable), and a clear description of your complaint.

Our Process

  1. Acknowledgement: We will acknowledge your complaint within 3 business days of receipt.
  2. Investigation: We will investigate your complaint thoroughly, contacting relevant parties and reviewing our records.
  3. Response: We aim to provide a full written response within 15 business days. If the matter is complex and requires more time, we will update you on the expected timeline.
  4. Resolution: We will explain our findings and any actions we have taken or propose to take to resolve your complaint.

Complaints About Our Partner Firms

If your complaint relates to the handling of your claim by one of our partner firms, we recommend contacting them directly in the first instance. Each partner firm has its own regulated complaints procedure.

If you are unable to resolve the matter with the partner firm, you may escalate your complaint to:

  • Financial Ombudsman Service (FOS): For FCA-regulated firms — financial-ombudsman.org.uk
  • Legal Ombudsman: For SRA-regulated firms — legalombudsman.org.uk

Escalation

If you are not satisfied with our response to your complaint, you can escalate the matter to the Information Commissioner's Office (ICO) if it relates to data protection, or seek independent legal advice.

  • ICO: ico.org.uk | 0303 123 1113