Complaints Procedure

Last Updated: January 2024

1. Our Commitment

At ICB Claims, we strive to provide excellent service to all our clients. However, if you’re unhappy with any aspect of our service, we want to hear from you. We take all complaints seriously and aim to resolve them quickly and fairly.

2. How to Make a Complaint

Step 1: Contact Us Directly

In the first instance, please contact your dedicated claims handler or our customer service team:

• Phone: +44 7426 052252
• Email: info@www.icbclaims.com
• Post: ICB Claims, 32 Woodhouse Hill, Huddersfield, HD2 1DL

Step 2: Provide Details

To help us investigate your complaint effectively, please include:

• Your name and contact details
• Your claim reference number (if applicable)
• Details of your complaint
• What happened and when
• How you would like us to resolve the issue
• Any relevant documents or evidence

3. Our Complaints Process

Stage 1: Initial Response (Within 3 Working Days)

We will:

• Acknowledge receipt of your complaint
• Assign a senior staff member to investigate
• Provide you with a reference number

Stage 2: Investigation (Within 8 Weeks)

We will:

• Thoroughly investigate your complaint
• Review all relevant information and documentation
• Contact you if we need more information
• Provide you with a detailed written response

Stage 3: Final Response

Our final response will include:

• Our findings
• Our decision on your complaint
• Any actions we will take
• Your right to escalate if you remain unsatisfied

4. If You’re Still Unhappy

Escalate to Our Senior Management

If you’re not satisfied with our initial response, you can request escalation to our senior management team:

• Email: complaints@www.icbclaims.com
• Mark your correspondence “For Senior Management Attention”

Alternative Dispute Resolution

If we cannot resolve your complaint internally, you may use:

The Legal Ombudsman

For complaints about legal services:

• Website: www.legalombudsman.org.uk
• Phone: 0300 555 0333
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Time Limits: You must contact the Legal Ombudsman within:

• 6 years from the date of the problem, OR
• 3 years from when you realized there was a problem

Claims Management Regulator

For complaints about our claims management services:

• Website: www.gov.uk/complain-claims-management-company
• Email: claimsregulation@fca.org.uk

5. What We Consider a Complaint

We treat the following as formal complaints:

• Dissatisfaction with the quality of our service
• Unreasonable delays
• Poor communication
• Billing disputes
• Staff behavior or attitude
• Failure to follow agreed procedures

6. What Is Not a Complaint

The following are not complaints:

• Routine status update requests
• General inquiries
• Disagreement with legal advice (this should be discussed with your solicitor)
• Unhappiness with a court or tribunal decision

7. Time Limits

Please raise complaints as soon as possible. We may not be able to investigate complaints made:

• More than 1 year after the issue arose
• More than 6 months after our final response to your case

8. Confidentiality

All complaints are treated confidentially. Information will only be shared with:

• Staff members investigating the complaint
• Our regulatory bodies (if escalated)
• Other parties only with your consent

9. Learning from Complaints

We use complaints to improve our services by:

• Identifying areas for improvement
• Training staff
• Updating procedures
• Preventing similar issues

10. No Disadvantage

Making a complaint will NOT:

• Affect the handling of your claim
• Result in any additional charges
• Prejudice future dealings with us

11. Contact Information

To make a complaint or ask about our complaints procedure:

ICB Claims
32 Woodhouse Hill
Huddersfield, HD2 1DL
United Kingdom

Phone: +44 7426 052252
Email: complaints@www.icbclaims.com
General Email: info@www.icbclaims.com

Business Hours: Monday-Friday 9am-6pm, Saturday 10am-4pm