Complaints Procedure

Credit Claim Helpline Ltd aims to ensure that you receive the best possible service at all times. One of the best ways to do this is to listen to what you, the customer, have to say about our services. This Complaints Procedure should make it easier for you to tell us if we have gone wrong, in turn helping us to put right any faults fairly, effectively and promptly.

If you feel we have failed to provide you with the expected level of service, please tell us why and where we have failed. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.

Our Complaints Procedure follows the Ministry of Justice, Claims Management Services Regulation and Complaints Handling Rules.

If You Have a Complaint

You must make your complaint in writing or e-mail. Please include your full name and address on all correspondence and provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.

If your complaint is about another firm we are dealing with, we will forward your complaint onto them and at the same time notify you that we have done so. We will then regard ourselves as having dealt with the complaint.

Complaints must be made in writing or by e-mail to:
Administration Department
Credit Claim Helpline Ltd
ALPHA HOUSE
140-143 MILTON ROAD
GRAVESEND, KENT
DA12 2AJ

Or

Email: creditclaim@youwin-nofee.co.uk

How your complaint is handled

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint.

Within four weeks of receiving a complaint, we will send you either:

(a) a final response which adequately addresses the complaint; or
(b) a holding response, which explains why it is not yet in a position to resolve the complaint and
indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:
(a) a final response which adequately addresses the complaint; or
(b) a response which:
• explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
• informs you that you may refer the handling of the complaint to the Claims Management Regulator 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 which you accept. Appropriate redress will not always involve financial redress, it may involve an apology.

If you are still dissatisfied after receiving a final response

Let us know in writing why you remain dissatisfied so that we can investigate further, referring it to senior management if necessary. Hopefully this process will bring the matter to an amicable conclusion.

If we still cannot reach a resolution

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Claims Management Regulator
P O Box 7824
Burton on Trent
Staffordshire
DE14 9DP
Telephone: 0845 450 6858
Email info@claimsregulation.gov.uk
The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Finally

We take every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored.