Complaints Procedure

Should you have a complaint, we have outlined below how we will deal with it, and we can assure you we will take it very seriously.

How to make a complaint?

You may complain by post :

Premium Claims Ltd
PO Box 4164

Or Call us: 0844 666 4444

Or complete the online form below:

Your Information
Complaint Details *


Complaints may be made in writing, via e mail or by telephone in respect of any claims management service that we have provided and that is regulated under The Compensation Act 2006.

  • We reserve the right to decline a complaint that is made more than six months after you became aware of the cause for complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time that we are prepared to consider.
  • We will send you a written or electronic acknowledgement of a complaint within 5 working days of receipt, identifying the person who will be handling the complaint for Premium Claims Limited. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint. Within 4 Weeks of receiving a complaint, we will send you either:
  • a final response which adequately addresses 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.
  • Within 8 Weeks of receiving a complaint we will send you either:
  • a final response which adequately addresses the complaint; 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 how 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 Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Claims Management Regulator
57-60 High St
Burton on Trent
D14 1JS

Tel: 0845 4506858

The regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, they cannot determine a complaint or award compensation.

Enquiry Form