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.