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How to make a complaint
In person
In writing
In writing
Visit our office at:
Blackstone Claims Ltd
340 Eastcote Lane
Harrow
HA2 9AJ
In writing
In writing
In writing
Write to us at:
Blackstone Claims Ltd
340 Eastcote Lane
Harrow
HA2 9AJ
By telephone
By telephone
By telephone
Call us on:
0208 616 9919 / 0740 070 0370 / 0748 052 4652
Our complaints Procedure
Acknowledgement
We aim to resolve all complaints within 3 working days. Where complaints are resolved within this time, we will not usually confirm acknowledgement of the complaint in writing.
In cases where the complaint takes us longer than 3 working days to resolve, you will receive a written or electronic acknowledgement of the complaint within five working days of receipt. The acknowledgement will identify the compliance officer responsible for handling the complaint about Blackstone Claims Ltd.
Investigation
Wherever possible, the compliance officer handling your complaint will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint.
Within four weeks of receiving a complaint, we will send you either:
- final response adequately addressing the complaint; or
- a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
Our Decision
Within eight weeks of receiving a complaint we will send you either:
- a final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or
a response which:
- 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
- informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept.
Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.
Appeals
If you are not satisfied with our decision regarding a complaint and you have allowed us the relevant time frames to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) at:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/