Customer Complaints Policy

1. Our Commitment

At Jigsaw Claims Limited, we aim to provide a high standard of service to all our clients. We recognise that sometimes things may go wrong, and we are committed to resolving complaints fairly, efficiently, and transparently.

This policy explains how you can raise a complaint and what you can expect from us.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, from a client or potential client regarding:

• Our service
• Our staff
• Our processes
• A product we provide

3. How to Make a Complaint

You can submit a complaint in the following ways:

When making a complaint, please provide:

• Your name and contact details
• Details of the claim or service involved
• A clear description of the issue
• Any supporting documents

4. Our Complaints Handling Procedure

5. Timeframes

• Complaints should be made as soon as possible, ideally within 6 months of the incident.
• We will acknowledge your complaint within 3 business days.
• We aim to resolve most complaints within 8 weeks, or sooner if possible.

6. Recording and Monitoring Complaints

• All complaints are logged and recorded internally.
• Trends and patterns are reviewed regularly to improve services and prevent recurrence.
• Records are kept securely for at least 6 years, in line with FCA and GDPR requirements.

7. Your Rights

• You have the right to receive a clear and fair response to your complaint.
• You can escalate your complaint to the FOS if you are dissatisfied with our final response.
• You are entitled to access your personal data under the UK GDPR.

8. Our Commitment to You

• We treat complaints seriously and professionally.
• We ensure confidentiality and security of your information throughout the process.
• We aim to learn from complaints to continuously improve our services.