Complaints policy
Our Commitment
At HDCS we are committed to providing a comprehensive and top-quality service to all our clients. However, if you ever feel that we have fallen below these high standards then you should inform us of this to help us to improve in any way we can.
We treat all complaints extremely seriously any feedback that we receive from our customers is invaluable in improving service standards.
Making a Complaint
If you have any concerns about how your claim is being handled, then please raise the issue with us immediately. You can raise a complaint with us by phone, email or letter. In most cases an informal conversation with us will resolve any issues that you have.
However, if you do not feel that your concerns have been resolved then you may escalate your complaint to our Complaints Manager so that your concerns can be investigated formally through the firms Complaints Policy. Our Complaints Manager is Mark Prowse who can be contacted at: info@housingdisrepairclaimsupport.co.uk or by post at: Queens Dock Business Centre, Norfolk Street, Liverpool, England, L1 0BG.
If the matter is escalated to our Complaints Manager, then your complaint will be acknowledged within 1 week and you will be provided with a full copy of the firms Complaints Policy. We will then investigate your concerns and formally respond to the same within 8 weeks.
Referral to the Claims Management Ombudsman Service
If you are not happy with our final response to your complaint, or you do not hear from us within 8 weeks, then the Claims Management Ombudsman Service may be able to help you.
It is a free, independent service for settling disputes between Claims Management Companies and their customers. The Claims Management Ombudsman Service will ask us to explain what we think happened and then decide whether to uphold your complaint.
It is important you contact the Claims Management Ombudsman Service within 6 months of receiving a final response from us, or they may not be able to deal with your complaint.
You can contact the Claims Management Ombudsman via post, phone or online and their contact details can be found below:
Address: Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR
Phone: 0800 023 4567