Complaints Procedure

Whilst it is the company’s policy to provide all clients with a first class service, it is possible that either through misunderstanding or an unknown drop in service standards you could be left feeling that you are not getting the level of service expected and you may wish to discuss your case with either your personal advisor or a senior member of the company; for this reason we have supplied you with a complaints procedure.

We welcome your comments and the opportunity to resolve any concerns you may have regarding your case. We trust that you will not need to complain about the company or any of our representatives or agents. However, should the need arise; by following the procedure laid down, we hope to answer your concerns in a friendly and efficient manner.

How to complain about Crystal Financial Claims

Crystal Financial Claims Ltd provides a Claims Management Service to members of the public.

  • We deliver a range of services direct to the public and via our online web site.
  • Preparation of your Claim for compensation
  • Gathering support material and witness statements regarding your claim
  • Presentation of your claim for compensation to an approved solicitor
  • Support when completing solicitors documents
  • Personal Relationship Manager for the duration of your claim

Your Personal Relationship Manager is:  Mr James Cleaver

Telephone No: 01902 592658

We hope that most problems can be resolved simply by getting in touch with your Personal relationship Manager within Crystal Financial Claims Ltd. If, having done this, you remain unhappy about the problem you may wish to make a formal complaint.

Our promise to you

Crystal Financial Claims Ltd aims to provide a responsive and timely service to all our customers, we will:

  • Treat all complaints seriously and deal with them properly;
  • Resolve complaints promptly; and
  • Learn from complaints and take action to improve our service.

How to make a complaint

If you have a complaint about the service provided by Crystal Financial Claims Ltd, one of its operatives, or appointed representatives you can call in person or telephone the company, alternatively you can send your complaint by post, fax or e-mail. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints about Crystal Financial Claims Ltd, should be addressed to the “Complaints” Claims Support team, Crystal Financial Claims Ltd, 74 Sedgley Road, Penn Common, Wolverhampton, WV4 5JS

Telephone 01902 592658


What Happens Next?

If you complain in person or by phone, we will try to resolve your complaint immediately.  If we receive your complaint by post, fax or e-mail you will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact the Claims Support Team.

Responding to complaints

When acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information from someone outside Crystal Financial Claims Ltd. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will contact you again explaining the reason why and to tell you when you will receive a full response.

Dealing with Complaints

All complaints will be managed by the Claims Support Manager. The manager responsible for the area to which your complaint relates will handle a detailed investigation into your complaint. A Director of Crystal Financial Claims Ltd will also take a personal interest in each complaint.

If, following our response you remain dissatisfied you may ask the Regulator to conduct an independent investigation into your complaint and how it has been handled.

The Regulators address is:

Claims Management Regulation
Monitoring and Compliance Unit
57 – 60 High St,
Burton upon Trent,
DE14 1JS

Telephone: 01283 233 309 or 0845 450 6858
Fax: 0845 450 6866

Note: The Compensation Bill became Law on the 6th April 2007.


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