Our complaints policy
We work hard to provide a clear, fair service. If something has fallen short of that, we want to know. This page sets out how to raise a concern, what we will do, and the timescales you can expect.
Section 1
How to make a complaint
You can raise a complaint with us in writing, by phone or by email. Please include your full name, the details of your case, and a description of what has gone wrong. The more we know, the more thoroughly we can look into it.
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By email
complaints@claimpcptoday.co.uk
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By phone
Monday to Friday, 9am to 5pm
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By post
Complaints Team, Claim PCP Today, Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG.
Our process
How we handle your complaint
Every complaint is logged and reviewed by a member of our team who was not directly involved in the matter. We aim to keep things fair, thorough, and quick.
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01
Acknowledgement
We will acknowledge your complaint in writing within five working days of receiving it, confirming who is handling the matter.
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02
Resolved within three business days
If we are able to resolve your complaint by the close of the third business day after we receive it, we will send you a written summary resolution communication confirming this. If you are unhappy with how the matter has been resolved, you can still refer your complaint to the Financial Ombudsman Service, free of charge, at financial-ombudsman.org.uk, by phone on 0800 023 4567, by email to complaint.info@financial-ombudsman.org.uk, or by post to Exchange Tower, London, E14 9SR.
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03
Investigation
An independent member of our team will review your case files, any recordings, and the points you have raised. We may contact you for further information.
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04
Final response
We aim to provide a full written response within eight weeks. If we cannot, we will write to explain why and when you can expect to hear from us.
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Next steps
Our response will set out our findings and any action we are taking. If you remain unhappy, we will explain your right to refer the matter to the Financial Ombudsman Service.
If you remain unhappy with our response
The Financial Ombudsman Service is an independent body that settles disputes between consumers and financial businesses. You have six months from the date of our final response to refer your complaint to them.
Financial Ombudsman Service
- Post: Exchange Tower, London, E14 9SR
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Web: financial-ombudsman.org.uk
Good to know
- Referring to the Ombudsman is free of charge.
- You usually need our final response first.
- Their decisions are independent and binding on us.
What to include when you contact us
A clear summary helps us act quickly. Where possible, please include the following so we can locate your case and look into the points you have raised.
- Your full name, address and date of birth
- A contact number and email address
- A summary of what went wrong and when
- Any reference numbers we have given you
How this policy is governed
We handle complaints in line with the complaint handling standards that apply to our regulated parent company, First For Justice Ltd. Full company and regulatory details are set out in the footer of this page.
- Complaints are logged, investigated and responded to within the timescales set out on this page.
- The Financial Conduct Authority publishes a public register of regulated firms at register.fca.org.uk.
- This policy is reviewed regularly to keep it accurate and up to date.
Need to get in touch?
The fastest way to reach our complaints team is by email at complaints@claimpcptoday.co.uk. We will confirm receipt within five working days.