At DM Claims, we are committed to delivering a high standard of service to all our clients. However, we recognise that there may be occasions where things do not go as expected. When this happens, we want to hear from you so we can put matters right and continue to improve our service.
Raising a Concern
If you are unhappy with any aspect of our service, please let us know as soon as possible. In many cases, concerns can be resolved quickly and informally without the need to make a formal complaint.
How to Make a Complaint
If you wish to make a complaint, you can contact us using the details below:
DM Claims
3rd Floor, Office 1
21a Hardshaw Street
St Helens
WA10 1QX
United Kingdom
You may also contact us by phone or email if preferred.
Our Complaints Process
Acknowledgement
We will acknowledge your complaint promptly, usually within five business days of receipt. We will also provide the name of the person handling your complaint.
Investigation
Your complaint will be investigated thoroughly and fairly. This may include reviewing your file and speaking with the individuals involved.
Final Response
We aim to issue our final response within eight weeks of receiving your complaint. Our response will explain our findings and, where appropriate, outline any steps we will take to resolve the issue.
If we are unable to provide a final response within this timeframe, we will explain the reasons for the delay and inform you of your right to refer the complaint to the Financial Ombudsman Service.
If You Are Not Satisfied
If you remain dissatisfied with our final response, or if eight weeks have passed since you made your complaint, you may refer the matter to the Financial Ombudsman Service. This is an independent body set up to resolve disputes between consumers and FCA-regulated firms.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
You will usually need to refer your complaint within six months of the date of our final response.
Regulatory Information
DM Claims is authorised and regulated by the Financial Conduct Authority.
If your concern relates to our regulatory conduct, you can find more information about reporting concerns on the FCA’s website.
Our Commitment
We take all complaints seriously and view them as an opportunity to improve. Your feedback helps us maintain high standards and deliver a better service to all our clients.