Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us

Letter - Portal Claims LLP, Cobham House, Sunderland Quay, Rochester, Kent, ME2 4HN
Telephone – 01634 733133
Fax – 01634 733150
Email – info@portalclaims.com       

Acknowledging your complaint

We will send an acknowledgement within 5 business days from receipt of your complaint.

Investigating your complaint

Your complaint will be investigated by a senior case handler and overseen by the compliance officer and our office manager. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision.

If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision

We will write to you with a full account of our investigation and our decision.

If you remain unhappy…

Our final response will include details of your options if you are not happy with the outcome of the investigation, or we have been unable to reach a decision within the timescales given.