Complaints & Cancellations Procedure

The Complaints Procedure

In the first instance, please contact your claims manager, or their supervisor whose details will be provided to you upon request. The complaint will then be investigated and reported back to you as soon as possible.

If your complaint is unable to be resolved in this way, it will be referred to the Complaints Manager and the timescales referred to below will commence. The Complaints Manager will investigate the complaint in accordance with this procedure. You should provide them with full details of your complaint and copies of any relevant documents. Although not essential, it would be very helpful if you could provide the full details of your complaint in writing.

You can write to the Complaints Manager at:
Complaints Manager
Jackson House
Sibson Rd
Sale, Manchester
M33 7RR

Or e-mail at:

Or telephone on: 03301 020 220 or 0161 9753685

Monday to Friday, 09.00 to 17:30.

Calls to 03 numbers are charged as calls to normal landlines and are included in minutes allowances and call plans.

What happens once I have complained?

We will acknowledge receipt of your complaint within 3 days of us receiving it, enclosing a copy of this procedure. Your complaint will be recorded on a central register for monitoring and management information purposes, and a separate file will be opened. We will then investigate your complaint.

Investigating your complaint

We will discuss your complaint with the member of staff who had conduct of your matter and review your file following the discussion with the member of staff. We may also need to contact you to obtain further clarification of the relevant issues.

Resolving your complaint

We will send you a detailed written reply to your complaint, including our suggestions for resolving the matter within 21 days of sending you the acknowledgement letter. If, for any reason, we are unable to respond fully within 21 days, we will tell you why, and when we anticipate replying in full.

We aim to resolve your complaint as quickly as possible and in any event within 8 weeks from the date of receipt.

If you have not received our response to your complaint within 8 weeks from the date of receipt, or if you are not satisfied with our response, you can ask the Legal Ombudsman to consider your complaint.

You can write to the Legal Ombudsman at:

PO Box 6806,



Or telephone them on: 0300 555 0333

Or via the website

Normally you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).

For further information you should contact the Legal Ombudsman on or refer to


The Cancellation Procedure

(The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013)

Right to cancel

You have the right to cancel this contract within 14 days of confirming our agreement to act on your behalf without giving any reason. The cancellation period will expire after 14 days from the date of the conclusion of the contract. In your case, this is the date on which you provided verbal confirmation to us during the telephone call with our adviser(s) to act on your behalf, and to commence work straight away.

To exercise the right to cancel, you must inform us [See Note 1] of your decision to cancel this contract by providing a clear statement (e.g. a letter sent by post, fax or e-mail). You may also use the attached model cancellation form, but it is not obligatory. [See Note 2]

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.


Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, if applicable.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract. Your terms and conditions provide further detail.


Notes on instructions for completion:

  1. Insert your name, geographical address and, where available, your telephone number, fax number and e-mail address.
  1. If you choose to electronically fill in and submit the cancellation form on our website,  we will acknowledge receipt of such a cancellation on a durable medium (e.g. by e-mail, recorded telephone call).


To request a cancellation, enter your details and submit this form. We will notify you to confirm cancellation.
  • This field is for validation purposes and should be left unchanged.