Complaints Procedure

Whitehall Randall Complaints Procedure

If at any point you become unhappy with the service we provide to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.  You can complain by letter email, telephone or in person.  We have a procedure in place which details how we handle complaints which is available on request.. We have eight weeks to consider your complaint. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Claims Management Ombudsman.

The Claims Management Ombudsman investigates complaints about poor service from claims management companies. The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out (or should reasonably have found out) about the problem. If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint.

We will send a written or electronic acknowledgement of a complaint within five business days of receipt, giving the name or job title of the individual handling the complaint for the business, together with details of our internal complaints handling procedures.

By the end of eight weeks after receipt of a complaint we will send you either: a) a final response (which must inform you that you can complain to the Claims Management Ombudsman, the time frame for doing so and full contact details for the Claims Management Ombudsman or b) a response which explains that we are still not in a position to make a final response, gives reasons for the further delay and indicates when we expect to be able to provide a final response.  We will inform you in writing that you can complain to the Claims Management Ombudsman. Please see https://cmc.financial-ombudsman.org.uk/ for further details.

If you would like more information about the Claims Management Ombudsman please visit their website via the above link. Call 0800 0234567 (freefone) or 0044 207 964 1000 if calling from abroad between 8.am and 8 pm Monday to Friday or  9 am. to 1 pm on Saturdays. (closed Sundays and Bank Holidays). Calls are recorded and may be used for training and monitoring purposes.

Their postal address is as follows:-

The Claims Management Ombudsman
Exchange Tower,
Harbour Exchange,
London,
E14 9SR