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Introduction
The Claims Group is a trading name of Apollo claims Ltd which is authorised and regulated by the Financial Conduct Authority (“FCA”) in respect of Claims Management Activities. Firm refence number: 838489. You can check this on the FCA register.
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
We are committed to resolving complaints at the earliest possible stage by whatever means appear most appropriate to the individual and their circumstances. We will investigate and mediate to ensure a fair resolution for the customer.
Does this policy apply to you?
1 Our Policy
2 Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
3 Responsibility
Overall responsibility for this policy and its implementation lies with the Managing Director and Compliance.
4 Complaints Procedure
Complaints may arrive through any channels publicised for that purpose or through any other contact details or opportunities the complainant may have. All complaints received need to be recorded. The person who receives the complaint should:
Written complaints may be sent to The Claims Group, 16 Bury New Road, Manchester, M8 8EL or by e-mailing info@apolloclaims.co.uk.
Complaints can also be made by contacting us on the Complaints line 0161 804 7609.
8 Resolving Complaints
9 Complaints to a Regulator
If the complainant is still dissatisfied with the outcome, a referral can be made to the Claims Management Ombudsman, whose details are below:
In writing: Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR
By Phone: 0800 023 4567
Online: https://cmc.financial-ombudsman.org.uk/contact-us/complain-online
Complaints are reviewed regularly and again annually to identify any trends which may indicate a need to take further action.
Important Information
When we refer to a “No Win No Fee” service, this means customers typically pay our panel solicitors between 25% – 40% + VAT of the compensation amount recovered. This varies amongst our panel members and will be dependent on the law firm we recommend you to as well as your individual circumstances. Fees will always be agreed with your solicitor’s firm upfront. There may be a termination fee if you cancel your claim with a panel member after the 14 day cooling-off period.
We are paid recommendation fees by our panel members for successful introductions. We will not charge you for our service.
Any solicitor we refer you to is an independent professional from whom you will receive impartial and confidential advice and services from. You are free to choose a solicitor or company of your own choice, or alternatively you can pursue the matter yourself for free via the criminal injuries compensation authority. For more information on this, please visit https://www.gov.uk/claim-compensation-criminal-injury/eligibility
The Claims Group is a trading name of Apollo Claims Ltd which is a Claims Management company Authorised and Regulated by the Financial Conduct Authority in respect of claims management activities. Details can be found at https://register.fca.org.uk/. Firm Reference Number 838489
Apollo Claims Ltd is a limited company registered in England and Wales, registration number 05691765. The registered office is at 16 Bury New Road, Manchester, M8 8EL.
You can provide more details via this extended enquiry form here