Complaints Procedure

Our Commitment

At Claim Refund, we take great pride in maintaining a high standard of service for all our clients. However, we recognise that there may be instances where expectations are not met. Our commitment is to handle complaints fairly, promptly, and consistently. While our primary goal is to resolve issues at the initial point of contact, should this not be possible, the following procedure outlines how you can submit a complaint to us.

How to Make a Complaint

Step 1: Contact Us Directly

Email: office@chasemonroclaims.co.uk
Post: Customer Care, Chase Monro Claims, 5 Glenn Building South 10 A Moor Lane, Crosby, Liverpool, L23 2UN

For a more efficient process, kindly provide detailed information, including your preferred resolution for the issue.

Our Response Times

We will acknowledge receipt of your complaint within seven working days.

Within eight weeks, you will receive either:

A final response adequately addressing your complaint; or
An update explaining why a final response is still pending, along with an estimated timeframe. You will also be informed of your right to escalate the matter to the Financial Ombudsman Service if you are dissatisfied with the delay. The communication will include details on how to contact the Financial Ombudsman Service.

Redress

If redress is deemed appropriate, fair compensation will be provided. Redress may not always be monetary but could involve an alternative form of resolution or an apology.

Escalating Your Complaint

Should you remain dissatisfied with our response or if the complaint remains unresolved after eight weeks from acknowledgment, you may escalate your complaint to the Financial Ombudsman Service at no cost, provided you do so within six months of receiving our final response letter.

Failure to refer your complaint within this timeframe may limit the Ombudsman's ability to consider it, unless exceptional circumstances apply.

Financial Ombudsman Service

For enquiries, the Financial Ombudsman Service can be reached at:

Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Last updated: September 2025