01Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. These should be addressed in the first instance to:

The Claims Manager

Kingsway Claims
Kingsway House,
Riverbank Road,
Tyne and Wear,
T: 0191 322 2030
E: enquiries@kingswayclaims.co.uk

02We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider

03We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

a) Final response which adequately addresses the complaint; or

b) Response which:

i) 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 which should be within 8 weeks of the date the complaint was initially received; and

ii) Informs you that you may refer the handling of the complaint to the Claims Management Regulator 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 which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Financial Ombudsman Service – www.financial-ombudsman.org.uk

The Financial Ombudsman Service can review and examines all facts relating to a case. If there is no amicable resolution, FOS will make a decision based on a fair solution for both parties.

For full details please contact Kingsway Claims on 0191 3222030