Complaints Handling Policy

1. Complaints may be made in writing by e-mail to claims@myclaimsure.com or by telephone to 0121 828 0003

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2. What Happens Once You've Complained

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt. Wherever possible, the individual completing the investigation will not have been directly involved in the matter which is the subject of the complaint. They will have the authority to settle the complaint.

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3. Within eight weeks of receiving a complaint we will send you either:

• a) a Final Response which adequately addresses the complaint; or

• b) 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.

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4. If You Remain Dissatisfied

• Online: https://cmc.financial-ombudsman.org.uk

• Email: complaint.info@financial-ombudsman.org.uk

• Text: 07860 027 586

• By telephone in the UK: 0800 023 4567(free to call on mobiles or landlines)

• By telephone abroad: +44 207 964 1000

• Next generation text relay calls: (18002) 020 7964 1000.

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5. Time limits apply. The Claims Management Ombudsman has jurisdiction to consider a claim where you are referring a claim either within:

• six years of the problem happening; or

• three years from when you found out about it; and

• you are referring your complaint to the Claims Management Ombudsman within six months of our Final Response.