COMPLAINTS

Complaints Procedure

London Accident Claims Limited (LACL) are committed in providing a high quality of Claims Management Services to all our clients. We also appreciate any comments and complaints to improve our standards.

1. Complaints may be made in writing to us, by email, by telephone or any other form in response of a Claims Management Service that we have provided and that is regulated under the Compensation Act 2006

2. After the the complaint is received an acknowledgement letter is sent out within five working days identifying the person who will be handling the complaint.

3. Within 28 days of receiving a complaint we will send you either : (a) a final response which addresses the complaint or (b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contacts with you.

4. Within 8 weeks of receiving a complaint we will send you either : (a) a final response which addresses the complaint or (b) a response which (i) 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 (ii) informs you that you may refer the handling of the complaint to the Financial Conduct Authority if you are dissatisfied with the delay.

5. In the unlikely instance that a complaint remains unresolved after 8 weeks, you can (subject to qualifying criteria) approach :

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complpaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk