Complaints Procedure

Speedy claims Limited offer Claims Management Services to clients and we take responsibility for the services delivered to you.

We make every effort to ensure that our customers are happy with the level of service, but despite our best efforts, things can occasionally go wrong.

We take customer complaints/feedback very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any aspect of our service, please contact us by one of the following methods:

By Phone: 0161 706 0836
By Email: info@speedy-claims.co.uk
By Letter: Speedy Claims Limited, 11 Queen St, Oldham, OL1 1RD
In Person: Speedy Claims Limited, 11 Queen St, Oldham, OL1 1RD. Mon-Friday between 9-5pm

If you telephone, we will note all relevant details and ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, within 5 working days, and advise who will be dealing with the complaint, how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint. A complaint can also be made in person at our offices between the hours of 9-5 Mon-Fri.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint we can take up to eight weeks to send you a response.

However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to a manager, and ultimately to the Director. If we cannot resolve the problem, we will inform you in writing.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from: The Legal Ombudsman Services (see details below):

The Legal Ombudsman
PO Box 6804, Wolverhampton, WV1 9WG
www.legalombudsman.org.uk
Telephone: 0800 023 4567 From Overseas: +44 121 245 3050
Email: cmc@legalombudsman.org.uk

Ombudsman Services is an independent organisation, having jurisdiction over CMCs, that will now look into service related complaints about CMCs, and to provide an Alternative Dispute Resolution (ADR) service.

Their job is to investigate and consider complaints, brought by consumers, fairly, by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

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Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.