Complaint Handling Procedure

At Prestige Stratton Oakmont, we strive to ensure every client is satisfied with our services. However, if you find yourself dissatisfied or have concerns about how your claim was managed, we're here to address your issues. Below is our comprehensive guide to submitting a complaint and our process for resolving it.

Step 1: Let Us Know

If you're unhappy or have concerns, please don't hesitate to inform us. We're committed to resolving any issues promptly and to your satisfaction.

Should your concerns persist, you're welcome to initiate a formal complaint. Our internal procedure is designed to address your complaint in a manner that is swift, fair, and effective.

How to Submit a Complaint

By Letter: Hinton Chambers, Hinton Road, Bournemouth, England, BH1 2EN

By Email: info@claimrightuk.com

Acknowledgement of Your Complaint

Upon receiving your complaint, we will send an acknowledgement within five working days, confirming the receipt and the designated handler of your complaint. This individual will be someone who was not directly involved in the issue you're raising, ensuring an unbiased approach and possessing the authority to resolve the matter.

Investigating Your Complaint

Our goal is to thoroughly investigate your complaint and provide a final response within four weeks. Should we require more time, we will inform you of the delay and our reasons. Our aim is always to conclude the process within an eight-week timeframe. If there are further delays, we will keep you updated, explaining any reasons for such and when you can expect a final response.

If at any point you're dissatisfied with the progress, you may escalate your complaint to the Claims Management Regulator.

Our Decision

Our final response will detail our conclusions, explaining the rationale behind our decision to either uphold or reject your complaint. If we find that compensation is warranted, we will offer a fair resolution for any issues for which we're responsible, adhering to any agreed upon redress.

Should we not hear from you within 14 days of our final response, we will assume you are satisfied with the resolution.

Further Actions

If, after our final response, you remain dissatisfied, or if the complaint has not been resolved within eight weeks, you have the option to escalate the issue to the Financial Ombudsman Service:

Email: info@financial-ombudsman.org.uk How to Complain: Financial Ombudsman Complaints Procedure

Please note, the Financial Ombudsman Service can only intervene after you've completed all steps outlined in our complaint procedure.

Important:

Complaints made more than six months after you became aware of the issue may not be considered, unless we decide otherwise at our discretion. If your complaint is submitted past this timeframe, we will inform you in writing if we choose to review it.