1. Methods

Complaints may be made via the following contact methods:

Email:[email protected]

Post: Jigsaw Claims Limited, 66 Seymour Grove, Manchester, England, M16 0LN

Tel: (Coming soon)

2. Process

A) Acknowledgement

We aim to resolve any expression of dissatisfaction as soon as possible. If this is achieved within 3 business days, we will not usually confirm acknowledgement of the complaint in writing.

If it takes us longer than 3 business days to resolve your complaint, we will send you a written or electronic acknowledgement within five business days of receipt, identifying the person who will handle the complaint.

B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

• A final response adequately addressing the complaint; or
• A holding response explaining why we are not yet in a position to resolve the complaint and indicating when we will make further contact with you.

C) Our Decision

Within eight weeks of receiving a complaint, we will send you either:

• A final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or
• A response which:
  • Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to provide a final response;
  • Informs you that you may refer the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial compensation, but could involve an apology or another suitable form of redress.

D) Appeals

If you are not satisfied with our decision regarding a complaint and you have allowed us the relevant time frames to respond, you can appeal this with the Claims Management Ombudsman (CMO) at:

Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
https://cmc.financial-ombudsman.org.uk