Our Complaints Procedure

We are committed to providing a high-quality service to users of our website and people who submit an enquiry. We hope everything goes smoothly, but if something does go wrong, we have a complaints procedure in place so that we can try to resolve the issue as quickly as possible.

Complaints about the service received from our website

If you would like to make a complaint about the claims management services offered through this website, please contact us by letter, email or telephone using the details below:

Post: Colour Ventures Ltd, Egerton House Towers Business Park, Wilmslow Road, Didsbury, Manchester, M20 2DX

Email: [email protected]

Telephone: 02893 359698

Formal complaints about our service will be handled in the following way:

1. We will send a written or electronic acknowledgement of any complaint within five business days of receiving it. The acknowledgement will provide details of the person handling the complaint and include a copy of our internal complaints handling procedure.

2. Within four weeks of receiving the complaint, we will either send you a final response or a holding response explaining why it has not been possible to resolve the complaint within four weeks. Where we send a holding response, we will explain when we expect to contact you again. We will provide a final response within eight weeks of receiving the complaint wherever possible.

3. If we are unable to provide a final response within eight weeks, we will explain the reasons for the delay and tell you when we expect to provide a response. We will also inform you of your right to refer the complaint to the Claims Management Ombudsman at the Financial Ombudsman Service.

Right to complain to the Financial Ombudsman Service

If you remain dissatisfied after using our internal complaints handling procedure, or we have not provided a final response within eight weeks of receiving your complaint, you may be entitled to refer your complaint to the Claims Management Ombudsman at the Financial Ombudsman Service.

You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. Our final response will explain your rights and the applicable time limit.

You can contact the Financial Ombudsman Service using the following details:

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Online: cmc.financial-ombudsman.org.uk/consumers/complain

Telephone: 0800 023 4567

Opening hours: 8am to 5pm, Monday to Friday

Complaints concerning the assessment or handling of your claim, legal advice or legal services should be made directly to the solicitor or other organisation providing those services under its own complaints procedure.