If you are not entirety happy please give us a call.
At Claiming4u we constantly strive to deliver the best levels of service, however if you feel that we have fallen short please give us a call and give us a chance to put it right.
40a Bury New Road
Tel: 0161 798 8586
If you prefer you can write to us or email us with the details of your complaint.
What happens next?
We will do our best to resolve your complaint immediately. If we are unable to do this we will write to you within 5 days giving either:
a/ A final response.
b/ An explanation of when we feel we will be able to give you a final response.
We will give you the name and the title of the person handling your complaint and provide details of our full complaints procedure. We aim to resolve all complaints within a maximum of 8 weeks.
If I’m still not happy?
If we can’t resolve your complaint after 8 weeks, or you’re not satisfied with our final response you could be entitled to refer the matter to the Legal Ombudsman. You must do so within 6 months of our final response letter.
These are the details for the Legal Ombudsman:
Legal Ombudsman, PO Box 6804,
Wolverhampton, WV1 9WG
0333 555 1777
Please do not send original documents to the Legal Ombudsman. They will scan any documents they receive and destroy the originals.
VULNERABLE CLIENT POLICY
A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
Much consumer protection legislation is underpinned by the notion of the average or typical consumer, and what they might expect, understand or how they might behave. Consumers in vulnerable circumstances, however, may be significantly less able to represent their own interests, and more likely to suffer harm than the average consumer. Therefore RRC will consider the following when dealing with ALL clients to ensure we deliver a HIGH level a customer care and service;
Recognising A Consumer that maybe vulnerable
Examples of risk factors for vulnerability:
- low literacy, numeracy and financial capability skills
- physical disability • severe or long-term illness • mental health problems
- low income and/or debt
- caring responsibilities (including operating a power of attorney) • being ‘older old’ for example over 80, although this is not absolute (may be associated with cognitive or dexterity impairment, sensory impairments such as hearing or sight, onset of ill-health, not being comfortable with new technology)
- being young (associated with less experience)
- change in circumstances (e.g. job loss, bereavement, divorce)
- lack of English language skills
- non-standard requirements or credit history (e.g. armed forces personnel returning from abroad, ex-offenders; care-home leavers, recent immigrants)
Treating customers fairly Under the Treating Customers Fairly (TCF) initiative. These include:
- ensuring that consumers can be confident that they are dealing with firms where the fair treatment of consumers is central to the corporate culture
- designing products that meet people’s needs • giving clear information,
- creating no unreasonable barriers to change product, switch provider, submit a claim or make a complaint after sale
Consumer will be offered:
- A clear and easy to understand service that does not contain surprises or hidden fees or agenda
- A choice of ways of communicating to be available whenever need to make contact and these are be designed in an inclusive way so that they are clear, easy to understand and meet their needs. This could relate to the method of communication (e.g. face-to-face, phone, post, email, text, web chat, audio, video relay, Type Talk or text relay, ) or the service delivery (e.g. agreement to talk at a particular time of day depending on carers and medication).
- RRC will treat them as an individual and you won’t face the ‘computer says no’ response just because your circumstances do not fit the standard mould, and will not rely on outdated assumptions or automated processes.
- Knowing, should you experience a sudden change in circumstances requiring a flexible approach, that you will be offered a tailored response from RRC
- Being able to talk to someone who will take the time to listen, who is flexible enough to let the conversation take a natural course, and who is sufficiently trained to spot signs of vulnerability and refer on to specialists where necessary.
- Being referred on to someone who has the authority and discretion to take a tailored approach to your situation and offer flexible solutions. This may be someone who can bring their expertise to bear to help you plan your finances with a good awareness of specialist sources of help and advice if necessary, and who will refer you if appropriate in a way that makes that referral easy.
- Flexible outcomes. Temporary forbearance may be appropriate but this is just one example of a potential need. Others include alternative ways to pay a bill or make a transaction, help registering a power of attorney, stopping constant letters being sent addressed to a deceased person, alternative formats for information to be created/used.
- RRC encourages disclosure, that we will work with you in your best interests, will work collaboratively to find solutions, and will use any information you disclose for positive outcomes to meet your needs.
- If you do disclose information about your needs, that information will be recorded properly so that you do not have to repeat it every time you make contact across all departments of a particular firm.
- If RRC spot suspicious activity which may signal abuse or fraud we will take appropriate action.
- RRC will listen and make a note of your concerns even though they may not be able to divulge any information to you.
- If you are recently bereaved, or have power of attorney or a third party mandate, receiving consistent advice and treatment we will handle you with the utmost care to ensure that no additional stress is added to the situation.