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Complaints

Claim Guide is committed to providing the public with the highest levels of service possible. We endeavour to answer all your queries quickly and clearly, regardless of which communication medium you use. All telephone calls received will be dealt with in a professional and friendly manner, and we work hard to provide easy to understand information about our services. Further, we are proud to have a history of treating clients with respect and consideration.

Despite our high standards, we recognise that occasionally we do make mistakes. We actively invite you to complain about any aspect of our service if you believe we have not lived up to your expectations.


Should your complaint relate to the service or advice you have received from an appointed solicitor we will investigate your grievance fully. We suggest you also complain directly to the legal firm.

You can complain by:

  • writing
  • faxing
  • emailing
  • telephoning
  • meeting us in person

Please use the contact details listed on our ‘contact us’ page.

If you choose to make a complaint we would request you have clarified the basic nature of the complaint beforehand. Please tell us what went wrong, when it happened, the name of the person you were dealing with. It would help at this stage if you also knew how you would like your complaint settled. All complaints are acknowledged within two days.

How will we handle your complaint?

We will:

  • inform you of the named person handling your complaint and supply contact details
  • thoroughly investigate your complaint
  • aim to resolve your complaint within 28 days
  • provide a named contact if you are still unhappy