Complaints
How to Make a Complaint
Complaints may be made:- In writing to: AS Claims c/o Lead Social Ltd, 71-75 Shelton Street, London WC2H 9JQ
- by e-mail to: complaints@asclaims.co.uk
Process
Acknowledgement
We aim to resolve any expression of dissatisfaction as soon as possible, where this is done within 5 business days, we will not usually confirm acknowledgement of the complaint in writing. If it takes us longer than 5 business days to resolve your complaint, we will send you a written or electronic acknowledgement of a complaint within 10 business days of receipt, identifying the person who will be handling the complaint for the business.Investigation
Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the complaint. Within four weeks of receiving a complaint, we will send you either:- final response adequately addressing the complaint; or
- a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
Our Decision
Within eight weeks of receiving a complaint we will send you either:- a final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or
- a response which:
- explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; – and
- informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.