Regulated Complaints Policy

We always endeavour to treat our customers fairly and deliver a high level of service in all areas. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with us.

If you are unable to resolve the matter by speaking to us, or if you would prefer your complaint to be dealt with by someone else, you can raise your concerns with our dedicated Complaints Manager by:

• Sending a letter to: Complaints, Yes Catalogue Limited TA Match My Claim, Retford Enterprise, Randall Way, Retford, DN22 7GR.
• Sending an e-mail to: myclaim@matchmyclaim.com ; or
• Calling us on 01909 492589 between the hours of 9:00 am and 17:00 pm

Please include as much detail as possible, including your full name, address, contact details and a description of your complaint, so we can investigate efficiently.

We endeavour to acknowledge all complaints within 3 working days of receipt.

We aim to send you a Final Response within 4 weeks, and we are obliged to send this within 8 weeks. If we are unable to provide a Final Response within this period, we will:

i) Inform you and let you know when you can expect one

ii) Explain why we are not yet able to issue one

iii) Provide details on how to refer the matter to the Financial Ombudsman Service

If you are not satisfied with our Final Response, or with the way we have handled your complaint, you may refer your complaint to the Financial Ombudsman Service. This service is free of charge.

Financial Ombudsman Service

Exchange Tower
London
E14 9SR