Complain about a claims company
Claims management companies can help you make certain types of claims against financial services providers for a fee, eg to claim for mis-sold payment protection insurance (PPI). They can give you advice on what you can claim and help you with the legal process.
Complaining about poor service
Complain to the Legal Ombudsman if you’re unhappy with the service you’ve received from a claims company, eg the results of your claim or the fees they’ve charged you.
Ask the claims company for a copy of their complaints procedure or check their website.
Contact the claims company with your complaint so they have a chance to put things right.
Keep a record of your complaint, eg details about any communication between you and the claims company.
Contact the Legal Ombudsman if your claims company doesn’t resolve your complaint in 8 weeks.
Complaining about poor conduct
Complain to the Claims Management Regulator (CMR) if you’re unhappy with the conduct of a claims company.
Poor conduct could include:
- breaking the conduct rules for claims companies
- unsolicited calls or texts - find out how to stop or reduce them
- not being registered on the Authorised Business Register
CMR can’t pay compensation or order a claims management company to compensate you, even if you’ve received poor service.
You’ll be referred to the Legal Ombudsman if your complaint is about poor service.
Claims Management Regulation Unit
Monitoring and Compliance Office
57-60 High Street
Burton on Trent
You can also can fill in a complaint form and email or post it to the CMR.