Contact Us
The simplest ways to contact us is to submit your details using our online claim form or call our UK Freephone number 0800 454532
Our helpline is manned by experienced and friendly staff who are able to talk through your situation and advise you on what to do next.
FreeClaim IDC PLC
Wansbeck Business Centre
Rotary Parkway
Ashington
Northumberland
NE63 8QZ
FreeClaim IDC Plc, Registered in England and Wales No 2828478.
FREEPHONE 0800 454 532
Tel 01670 528 230
Fax 01670 528 231
E-Mail info@freeclaim-idc.co.uk
Internet www.freeclaim-idc.co.uk
FreeClaim IDC Plc, are regulated by the Ministry of Justice in respect of regulated claims management activities. Authorisation No. CRM1653; registration recorded on the website www.claimsregulation.gov.uk
Complaints Procedure
At FreeClaim IDC Plc we are committed to providing the highest standard of customer service to you and all of our customers. The aim of the company is to ensure that your needs are put first. If you feel that we have not lived up to our promise, we want to hear from you.
Letting us know that you are unhappy with the service is the best way of ensuring that we have the opportunity of putting matters right for you and improving our service in the future for you and all of our customers.
How do I make a complaint?
Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or e-mail. Please contact:
Customer Services Department
FreeClaim IDC Plc
Wansbeck Business Centre
Rotary Parkway
Ashington
Northumberland
NE63 8QZ
Freephone: 0800 454532 (UK only free call)
E-mail: info@freeclaim-idc.co.uk
We’re here to help
If you are unhappy with the response you initially receive, please contact:
Wendy Towler
Operations Director
FreeClaim IDC Plc
Wansbeck Business Centre
Rotary Parkway
Ashington
Northumberland
NE63 8QZ
Telephone: 01670 528230
What you need to provide
To help us investigate and resolve your complaint as quickly as possible it would be helpful if you could provide the following information:
• Your name and address.
• Your reference number.
• A daytime telephone number where we can contact you.
• A clear description of your complaint.
• Details of what you would like us to do to put it right.
What happens next?
Once you’ve contacted us we will do our best to resolve your complaint as quickly as possible – by the next day if possible – but if we can’t we will:
• Provide a written acknowledgment of your complaint within five working days.
• Give you the details of who is handling your complaint and how to contact them.
Sometimes this may not be the person who received your complaint but the individual best-placed to deal with it.
We aim to resolve your complaint within four weeks. If we are unable to do so, we will write to you explaining what is happening and when we expect to have an answer. After eight weeks we will send you a final response or a further progress report.
If you are still unhappy
If you are still unhappy, and your complaint is regarding the consumer credit or insurance activities you can request a review by the Financial Ombudsman Service. This organisation was set up by the Financial Services Authority to consider unresolved disputes between businesses that hold a consumer licence and their customers and is entirely independent. They can be contacted at:
The Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk
Alternatively, if your complaint is regarding our claims management activity, you may refer the complaint to:
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
Telephone: 0845 4506858
Email: info@claimsregulation.gov.uk