Complaints

Customer Complaints Charter

As we value our customer's feedback and wish to ensure you of the best service at all times, we have a complaints procedure in place. It provides a structured approach to handling complaints and ensures Uniting Claims Limited is consistent in servicing customers who have had reason to complain.

It allows us to measure our performance in dealing with complaints from customers. We can then also measure the satisfaction of customers once the issue has been resolved.

What can I expect?

We will deal with all complaints promptly, politely and fairly. We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:

  • an apology
  • an explanation and an assurance that the same mistake will not happen again
  • details of the action we have taken to put things right.

How do you make a complaint?

You can make a complaint in writing, by fax, e-mail or telephone. If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.

What will happen next?

We will reply to your complaint in full, within 5 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply. We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within the 5 working days.

What if I am not satisfied with the initial response?

If you are not satisfied with our response to your complaint, you can write to the Managing Director, Uniting Claims Limited, Floor 6, 456-458 Strand, London, WC2R 0DZ, stating your reasons for dissatisfaction. Please state your customer reference in your correspondence.