Existing customers 0800 542 6866** or from a mobile 01535 959 592
Start your claim 0800 1105 742** or from a mobile 0203 142 8404

Complaints Procedure

When to Complain

Investor Compensation (UK) Limited values your feedback. Letting us know whenever you are dissatisfied with our service gives us the opportunity to put matters right for you and improve our service for everybody.

Our aim is to provide the highest possible level of service to all our clients. If you are unhappy with any aspect of the service, then please raise your concern with us immediately.

Our internal complaints procedure is designed to resolve your concerns quickly and efficiently in respect of any person using the claims management service that we have provided and that is regulated under the Compensation Act 2006

How to Complain

A complaint may be made by resaonable means such as in writing, verbally, email or in person. Where possible, please communicate a complaint in writing (by letter or by email) setting out what is causing you concern and what you would like us to do to resolve your concerns.

 

If you would like to complain in writing or in person, our address is:

 

Customer Relations

Investor Compensation (UK) Ltd

Unit 1C Riperian Way

The Crossings Business Park

Cross Hills BD20 7AA

 

If you would like to complain by email contact CustomerRelations@investorcompensation.co.uk

 

If you would like to complain by telephone contact: 0800 542 7837

 

Complaints Handling Procedures

We value your feedback and will endeavour to resolve any expression of dissatisfaction, whether oral or written, at the earliest possible opportunity. Our complaints handling procedures are as follows:

  1. We will send you a written or electronic acknowledgement within 5 business days of our receipt of your complaint giving you the name and job title of the individual who will be handling the complaint. When we acknowledge your complaint we will also provide you with these complaint handling procedures. We will thoroughly investigate your concerns and the person investigating your complaint will have the authority to settle it and, wherever possible, will not have been directly involved in the matter which is the subject of your complaint.
  2. After no more than 8 weeks after our receipt of your complaint, we will provide you

(i) A final response which addresses adequately the subject matter of your complaint and, where a complaint is upheld, offers redress; or

(ii) A response which:

(a) Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicates when we expect to be able to provide you a final response; and

(b) Informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

If you do not feel that the cause of your complaint has been responded to fully, please contact your complaint handler directly explaining clearly what aspect of your complaint has not been fully addressed by our response. The complaint handler can only undertake a review of aspects of your complaint that have not been addressed in our final response. In addition the complaint handler can only respond on matters that have not been addressed in our final response. If we do not hear from you within 14 days of our final response, we will assume that your complaint has been fully resolved.

In the event you remain unhappy with our final response or we do not provide a final response within 8 weeks of your initial complaint, you are entitled to refer your complaint to the Legal Ombudsman at any time within 6 months of the date of any final response we provided. 

The Legal Ombudsman will only act once all steps of our complaints handling procedures above have been followed. 

Further details on the Legal Ombudsman are available at www.legalombudsman.org.uk and their leaflet “Here to Help - What to do if you have a complaint”. 

The Legal Ombudsman can be contacted in different ways as follows.

If you would like to complain to the Legal Ombudsman in writing, their address is:

Legal Ombudsman

PO Box 6804

Wolverhampton
WV1 9WG

The Legal Ombudsman advises you do not send original documents as they scan any documents sent them to make computer copies and then destroy the originals. 

Alternatively if you would like to complain to the Legal Ombudsman by email complete the Legal Ombudsman’s complaints form available on their website and email it to the Legal Ombudsman at enquiries@legalombudsman.org.uk  

 Alternatively telephone the Legal Ombudsman on 0300 555 0333.  They are available between 8.30am and 5.30pm Monday to Friday to answer your calls.  All calls are recorded for training and monitoring purposes.

Investor Compensation (UK) Limited Telephone: New Customers: 0800 1105 742 / Existing Customers: 0844 88 00 648 / Fax: 0844 682 7381 Web: www.investorcompensation.co.uk /www.ppiclaimback.co.uk / www.bankingrefunds.co.uk Registered in England: Unit 1C Riparian Way, The Crossings Business Park, Cross Hills, Keighley, West Yorkshire,BD20 7AA Mailing Address: Vendor Correspondence Investor Compensation PO Box 6892 Wolverhampton WV1 9XP Company Registration Number: 07769324 PPI Claimback andBanking Refunds are trading styles of Investor Compensation (UK) Limited, VAT No. 135536417 Investor Compensation (UK) is regulated by the Claims Management Regulator in respect of regulated claims management activities; that registration is recorded on the Claims Regulation website www.gov.uk/moj/cmr (Authorisation No. CRM28889)  ** Calls may be recorded for training and quality purposes. #Fee payable for Claim(s) cancelled after the 14 day statutory cooling off period or after an offer of redress has been made by the lender. All fees are outlined in our T&C's.^ Subject to fees and taxes.

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