Complaints policy

Draft. This page is awaiting legal review and may change before launch.

If you’re unhappy with anything we’ve done, please tell us. We’ll look into it fairly and tell you what we find.

How to complain

• Online: contact us
• By post: Complaints, Claim Simple Ltd, The Old Fuel Depot, Twemlow Lane, Holmes Chapel, Crewe CW4 8GJ

Tell us your name, how we can contact you, what went wrong and what you’d like us to do. If you need us to make any adjustments, just let us know.

What we’ll do

• We’ll acknowledge your complaint in writing within five working days.
• If we resolve it within three working days, we’ll write to confirm that, and explain that you can still go to the Financial Ombudsman if you’re not happy.
• Otherwise, we’ll investigate and send you our final response within eight weeks. If we can’t, we’ll write to explain why and when we expect to reply.

The Financial Ombudsman Service

If you’re unhappy with our final response, or we haven’t sent one within eight weeks, you can refer your complaint to the Financial Ombudsman Service. It’s free. You normally need to contact it within six months of our final response.

• Online: financial-ombudsman.org.uk
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Complaints about your claim

Once we’ve introduced you, your claim is handled by a law firm on our panel. If you’re unhappy with how they handle it, use their complaints procedure. If you’re still unhappy, you can go to the Legal Ombudsman.

Complaints about your landlord

Complaints about repairs go to your landlord, then the Housing Ombudsman. That’s free, and you don’t need us to do it. Find your landlord.