We are committed to providing you with a high quality service, and sincerely hope you do not have cause to complain.
If you have a complaint regarding a Claims Management Service you have received from ourselves, if something does go wrong, please let us know straight away. It will always be our intention to resolve this immediately where possible.
The Complaints Procedure
Complaints can be made in writing, by e-mail to info@injuria.co.uk or by telephone on 0800 7569708.
- We will record your complaint and send a prompt written acknowledgment, detailing the person that will be dealing with your complaint.
- We will investigate the complaint, and within four weeks of receiving the complain we will send you either-
- A final response addressing the complaint, or
- A holding response, explaining why we are not yet in a position to resolve the complaint, detailing when we will make further contact with you.
- Within eight weeks we will send you either:-
- A final response addressing your complaint in full and outlining your right to appeal to appeal with the Claims Management Ombudsman (part of the Financial Ombudsman Service)
- A response explaining why we are not able to provide a final response at this stage, indicating when we expect to be in a position to provide a final response and informing you that you may refer the handling of the complaint to the Claims Management Ombudsman if you are dissatisfied with the delay.
- 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 a apology or another suitable form of redress.
- If you are not satisfied with our response to your complaint, and you have allowed us the relevant timeframes to respond, you may refer your complaint to the:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
0800 0234567
