Overview
Claim Market Ltd Effective Date: May 2026 Version: 1.0
Purpose
Claim Market Ltd (“the Company”) is committed to providing a high standard of service and operating in a fair, transparent, and responsible manner. The purpose of this Complaints Handling Policy is to ensure that any complaints received are handled promptly, fairly, and consistently, and that appropriate steps are taken to resolve issues and improve services.
The Company recognises that complaints provide valuable feedback and an opportunity to identify areas for improvement. This policy establishes a clear process for receiving, investigating, and responding to complaints, while ensuring that complainants are treated with respect and their concerns are taken seriously.
Scope
This policy applies to all complaints received by the Company from individuals, customers, partners, or other individuals. It covers complaints relating to:
The Company’s lead generation activities
Marketing practices and communications
The handling of personal data
Interactions with Company representatives
The referral or introduction to third-party service providers
It applies to all employees, contractors, and representatives of the Company, who are required to follow this policy when dealing with complaints.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether oral or written, relating to the Company’s services, conduct, or operations, where a response or resolution is expected.
This includes, but is not limited to:
Concerns about being contacted
Issues with consent or marketing practices
Dissatisfaction with the quality or relevance of referrals
Concerns regarding data handling or privacy
Complaints about third-party firms introduced by the Company
How Complaints Can Be Made
Complaints may be submitted through the following channels:
Email: admin@claim.market
Complainants are encouraged to provide sufficient detail to enable the Company to investigate the issue effectively. This may include their name, contact details, a description of the complaint, and any relevant dates or supporting information.
Acknowledgement of Complaints
Upon receipt of a complaint, the Company will acknowledge it promptly, typically within 3 business days. The acknowledgement will confirm that the complaint has been received and is being reviewed.
Where necessary, the Company may request additional information to assist with the investigation.
Investigation Process
All complaints will be investigated in a fair, impartial, and timely manner. The investigation process may include:
Reviewing internal records and communications
Assessing the circumstances surrounding the complaint
Consulting relevant staff or departments
Liaising with third-party partners where applicable
The Company will take reasonable steps to establish the facts and determine whether any error, misconduct, or failure in process has occurred.
Where a complaint relates to a third-party firm (such as a solicitor or CMC), the Company will review its own role in the introduction and may direct the complainant to the relevant firm for further investigation of their services.
Response and Resolution
The Company aims to provide a substantive response to complaints within 28 days of receipt. Where this is not possible due to complexity or the need for further investigation, the complainant will be informed of the delay and provided with an updated timeframe, and will receive a response in a maximum of 8 weeks.
The final response will include:
A summary of the complaint
The outcome of the investigation
Any actions taken or proposed
An explanation of the Company’s position
Where appropriate, the Company may offer a resolution, which could include an apology, clarification, corrective action, or other appropriate remedy.
Escalation and External Options
If a complainant is not satisfied with the Company’s response, they may have the right to escalate their complaint to an external body, depending on the nature of the issue.
For example:
Data Protection Complaints: Individuals may contact the UK Information Commissioner’s Office (ICO) Website: https://ico.org.uk
Complaints about Solicitors: Legal Ombudsman or Solicitors Regulation Authority (SRA)
Complaints about Claims Management Companies: Financial Ombudsman Service (FOS) or Financial Conduct Authority (FCA)
The Company will, where appropriate, provide guidance on relevant escalation routes.
Complaints Involving Third-Party Partners
As the Company acts as a lead generator and introducer, it does not provide the underlying legal or claims services. Where a complaint relates to the conduct or services of a third-party firm, the Company will:
Review its role in the introduction
Provide the complainant with contact details for the relevant firm
Where appropriate, notify the partner of the complaint
However, the Company is not responsible for the actions or services of third-party providers once a referral has been made.
Record Keeping
The Company maintains records of all complaints received, including:
Details of the complaint
Actions taken during the investigation
The outcome and response provided
These records are retained in accordance with the Company’s Data Protection Policy, typically for up to six years, to support compliance, audit requirements, and continuous improvement.
Learning and Continuous Improvement
The Company reviews complaints periodically to identify trends, recurring issues, or areas for improvement. Where necessary, changes may be made to processes, systems, or training to reduce the likelihood of similar complaints arising in the future.
Complaints are treated as an important source of feedback and are used to enhance service quality and compliance standards.
Staff Responsibilities
All staff and representatives of the Company are responsible for:
Treating complainants with respect and professionalism
Escalating complaints promptly in accordance with this policy
Cooperating fully with investigations
Maintaining confidentiality
Failure to comply with this policy may result in disciplinary action.
Review of Policy
This Complaints Handling Policy will be reviewed periodically to ensure that it remains effective, up to date, and aligned with legal and regulatory requirements.
Contact Details
For all complaints and related enquiries, please contact:
Email: admin@claim.market