Complaints Procedure

We are committed to providing a professional, fair, efficient and helpful service to all of our clients, creditors and indeed anyone we have dealings with.

This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you may have with regard to the services that we provide to you. We aim to resolve complaints quickly and satisfactorily and to further improve the quality of our service.

All staff at Enjay Claims receive guidance on how to handle complaints.

Step One: Making A Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns.   We can be contacted as follows:

Enjay Claims Limited, Hall farm Nursery, Church Lane, Upminster, Essex, RM14 3QH.

Telephone number 01708 854200

Email address info@enjayclaims.co.uk

Step Two: Acknowledging Your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it.  We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating Your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint.  In this way we can complete a fair investigation.

We may ask you to submit copies of documentation to help us with our investigation.

Step Four: Keeping You Informed

If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving Your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six: If You Are Still Unsatisfied

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service, who can be contacted as follows:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Telephone:  Freephone 0800 0234567 or 0300 1239123

or visit www.financial-ombudsman.org.uk  where you can complete their complaint form.