We hope you will not have cause to need to refer to the complaints handling procedure. Very often, frustration and perceived delays are the cause of most complaints. Subsidence claims by their nature take time to deal with but unfortunately, circumstances sometimes dictate that the normal course of events is disrupted.
Complaint Procedure
Speak to Your Claim Handler
If you are unhappy or unsure about anything, the first thing to do is speak to the person dealing with your claim. Hopefully, the claim handler will be able to resolve any issues in this way, usually followed up with an e-mail confirming what was discussed and how things are to proceed from there.
Email Your Concerns
If the matter is more complicated, you should email the claim handler so that your views are properly and fully detailed. You should expect a reply in not more than 7 days.
Make a Formal Complaint
If this does not result in your satisfaction and you feel you need to make a formal complaint, you should email us at [email protected] setting out fully your complaint and those actions that have so far been taken to resolve the issues making sure to put “Complaint” in the subject line. Your email will be reviewed and advised to our Directors. Your formal complaint will be acknowledged and the matter investigated. Once your case has been reviewed, one of our Directors will contact you and advise the outcome of the review.
You should note that depending upon the requirements of any agreements we have with your Insurer, any expression of dissatisfaction is deemed to be a complaint and we will formally notify your Insurer of that complaint so that they can monitor the steps we take to resolve any issues. Our complaints procedure does not affect your rights to have any complaint dealt with under the terms of your Insurance policy.
Information to Include in a Formal Complaint
In making a formal complaint, it may be helpful for you to provide the following information:
- Your full name and address and if possible, our reference number.
- The identities of any other parties involved in, or related to, your dispute.
- A clear chronological summary including key dates of the facts on which your complaint is based. Key documents should be identified, copied and attached.
- A clear statement of your allegations against the firm stating what has been done wrong and/or what the firm has failed to do.
- An explanation of how the allegations have caused you loss or damage.
- A full breakdown of any cost you seek to recover.
- Confirmation of whether you have appointed an expert and if so, provide their identity and discipline of the expert together with the date you appointed the expert.
- Copies of any expert reports you seek to rely on should be provided.
Get in Touch
To contact us about any matter, please reach out using the details below:
Telephone: 01582 602260
Email: [email protected]
Address: 8 Hollybush Lane, Flamstead, St. Albans, Herts AL3 8DG