Complaints Procedure
We take all complaints seriously. If you are unhappy with any aspect of our service, please follow the procedure below and we will do our best to resolve the matter fairly and promptly.
How to Make a Complaint
If you have a complaint about our service, please contact us with the details. Your complaint will be handled by:
Adam Mulla
What Happens Next
Acknowledgement
We will acknowledge your complaint within 7 days of receiving it and enclose a copy of our complaints procedure.
Investigation
We will thoroughly investigate your complaint, reviewing all relevant information and correspondence.
Detailed Response
Within 28 days of acknowledging your complaint, we will provide you with a detailed response and the results of our investigation.
Review
If you remain unsatisfied, contact us again and we will review the decision. We will write to you within 14 days confirming our final position and explaining our reasons.
If we need to change any of the timescales above, we will let you know and explain why.
Still Not Satisfied?
If you are still not satisfied after our final review, or do not agree with our decision, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), which provides a free and independent service for consumers.
Time Limits for Referral
Within 6 years from when the problem happened, or 3 years from when you found out about it
Within 6 months of us providing you with our Final Response
Financial Ombudsman Service
Exchange Tower, Harbour Exchange
London
E14 9SR
Our Commitment
We are authorised and regulated by the Financial Conduct Authority (Reg No. 836263) and are committed to handling all complaints in accordance with FCA guidelines.
Useful Links
Calibre Claims is a trading style of Calibre Claims Services Limited. Registered in England and Wales, company number 07441245. Authorised and regulated by the Financial Conduct Authority (Reg No. 836263).