Complaint Procedure

Complaints Handling Policy

Our complaints policy
We are committed to providing a high-quality claims management service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman Service.

What will happen next? 

1. We will send you a letter or email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Manager who will review your matter file and speak to the member of staff who acted for you. 

3. The client care Manager will then invite you to a meeting via Telephone to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter. 

4. Within three days of the Telephone meeting, the client care Manager will write to you to confirm what took place and any solutions s/he has agreed with you. 

5. If you do not want your complaint to be discussed over the telephone or it is not possible, The client care Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a more senior Personnel or someone unconnected with the matter at the firm or, client care Manager to review his/her own decision.


7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons
. 
8. If you have a complaint please contact us: • By phone on: 080077 47 647• By letter to: Allison Allcott Ltd, Suite 6.4 Bizspace Empress Business Centre, 380 Chester Road M169EA • By email to info@allisonallcott.com

9. If you are still not satisfied, you can then contact the 

The Financial Ombudsman Service 
Exchange Tower London E14 9SR
Phone on: 020 7964 1000 (Lines are open 9am - 5pm Mon to Fri), 
email to complaint.info@financial-ombudsman.org.uk

Tips for complaints 
  •  Make a note of what the problem is before you call us. Keep your notepad with you and note the date and me of your call. Note the name of the person to whom you are speaking, and any other significant issues discussed within the call.
  • When writing to complain please provide as much detail as possible and enclose or attach any documentary evidence to support your complaint. 
  • Let us know if you are happy for us to call you to discuss the problem 
  • Tell us how you would like your complaint handled
Allison Allcott Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activities
(FCA No: 838381) Registered with the Information Commissioners Office; registration number: ZA265588. Vat No : 410065845

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