We value your feedback and if you have a complaint, we needto know about it. We ask that you inform us as soon as possible so that the issue can be addressed. This can be done via email, telephone, in writing or inperson.
Our contact details are:
Address: Trinity House, 114 Northenden Road, Sale, M33 3HD
Phone number: 0161 399 4631
E-mail to: info@pcp247.co.uk
We will send you a written acknowledgement upon receipt of your complaint within 3 working days, together with details of our internal complaints handling procedures.
Alternatively, if we are able to resolve your complaint to your satisfaction within 3 working days, we will send you a summary resolution letter which details your complaint, how we agreed to resolve it and how you can escalate your complaint to the Claims Management Ombudsman in the future, should you decide that you are unhappy with our resolution.
If we cannot resolve your complaint within 3 working days, we will then investigate the matter and by the end of eight weeks from receipt of the complaint, send you either:
a final response which details our findings and will also inform you of your rights to complain to the Claims Management Ombudsman, the timeframe for doing so, full contact details for the Claims Management Ombudsman and the Claims Management Ombudsman’s consumer leaflet; or
a response which:
explains that 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
ii. informing you in writing that you can complain to the Claims Management Ombudsman, the timeframe for doing so, full contact details for the Claims Management Ombudsman and the Claims Management Ombudsman’s consumer leaflet.
If we are unable to resolve your complaint to your satisfaction or are unable to provide you with a final response within the prescribed timescales, you can have the complaint independently looked at by the Claims Management Ombudsman.The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.
If you wish to refer your complaint to the Claims Management Ombudsman this should be done within 6 months of the date of our final response or summary resolution letter.
You can contact the Claims Management Ombudsman at:
The Claims Management Ombudsman,
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Phone: 0800 0234 567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://cmc.financial-ombudsman.org.uk/
