Complaints Procedure

How to Make a Complaint

  1. Complaints may be made in writing, by e-mail to [email protected], by telephone on 0800 470 1433, or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
  2. We will send you a written or electronic acknowledgement of a complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  3. Within four weeks of receiving a complaint, we will send you either:
    1. a final response adequately addressing the complaint; or
    2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  4. Within eight weeks of receiving a complaint we will send you either:
    1. a final response adequately addressing the complaint; or
    2. a response which:
      1. 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 be able to provide a final response; and
      2. informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.
  5. 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 redress, but could involve an apology or another suitable form of redress.
  6. You have 6 months to approach the Claims Management Ombudsman from the date of our Final Response, or if your complaint is not resolved after 8 weeks.
    Claims Management Ombudsman
    Exchange Tower
    Harbour Exchange
    London
    E14 9SR
    Website: https://cmc.financial-ombudsman.org.uk/
    Tel: 0800 023 4567

Complaining about how your personal data is used

In the event that you wish to make a complaint about how your personal data is being processed by Churchill Sloan Ltd or third parties, or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and Churchill Sloan Ltd’s data protection representatives.

How to complain

Telephone: 0800 103 2631
Email: to [email protected]
By Post:
Data Protection Office
Churchill Sloan – Complaints Team
Ribban Court,
20 Dallam Lane,
Warrington,
Cheshire
WA2 7NG

Complaints will be resolved within one month and appeals on the handling of complaints will be resolved within one month.

Your referral Rights

By Post:
Information Commissioner
Information Commissioners Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Email: n/a