Complaints Procedure
Draft for review. This is a plain-English draft. Final wording, the legal entity details and any regulatory disclosures must be confirmed with the client's adviser before launch.
We want to hear from you
If something hasn't gone as it should, please tell us so we can put it right. This procedure covers complaints about the introduction service provided by Car Crash Claims.
How to complain
Contact us using the details on our Contact page, setting out what happened and how you'd like it resolved. [PLACEHOLDER: dedicated complaints contact to be confirmed before launch.]
What happens next
We will acknowledge your complaint, look into it, and respond to you. [PLACEHOLDER: acknowledgement and response timescales to be confirmed with the client's adviser.]
Complaints about the regulated specialists
If your complaint concerns the regulated specialists handling your claim rather than our introduction, they operate their own regulated complaints process and will provide details of it, including any right to refer your complaint onward.