Complaints
At One Call Claims, we pride ourselves on the quality of service we provide to our customers by working in an open and accountable way.
We always aim to respond to all complaints in a positive manner and we will always be fair and reasonable when resolving complaints.
We understand that things don’t always go as expected and if you feel like we’ve let you down; we want you to tell us so we can work to put things right.
If you haven’t already, then we ask that you please contact the appropriate department during the hours of 9:00am to 5:30pm Monday- Friday.
You can also speak to one of our highly trained agents via our live chat service at www.onecallclaims.co.uk between the hours of 9:00am – 5:30pm Monday – Saturday.
All our staff have been trained to provide our customers with the best possible service we can give. If an agent is unable to reach a satisfactory resolution for you they will refer you to their line manager who will also try to resolve your complaint to the highest standard possible. If you wish to send your complaint in writing you can do so by sending a letter to the Complaints Handling Manager directly at;
The Complaints Handling Manager
One Call Claims Limited
1 Carolina Court
Doncaster
DN4 5RA
We aim to resolve your complaint within 24 hours from when we receive it. However, if this is not possible, we will acknowledge your complaint in writing within five working days. Once we have acknowledged your complaint, we will perform a full investigation into the matter and ensure that all areas of the complaint are covered.
If your complaint has been resolved within three working days then we will send you a summary resolution letter confirming that complaint has been resolved. If we can’t resolve your complaint within this time, we will send you a final written resolution letter within 8 weeks of the initial complaint – provided all investigations are complete. If you are still dissatisfied with either of the resolutions offered at this point please refer to stage 2 below.
If we haven’t completed our investigations within eight weeks of initially receiving your complaint, or you are not happy with the resolution we’ve offered, you may refer your case to the British Vehicle Rental & Leasing Association (BVRLA), details of which are below.
You can submit your complaint in writing via their website https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html. Alternatively, if you are unable to email your concerns, you can write to them at the following address:
British Vehicle Rental & Leasing
Association River Lodge, Badminton Court
Amersham HP7 0DD
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.
The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.
If you haven’t already, then we ask that you please contact the appropriate department during the hours of 9:00am to 5:30pm Monday- Friday.
You can also speak to one of our highly trained agents via our live chat service at www.onecallclaims.co.uk between the hours of 9:00am – 5:30pm Monday – Saturday.
All our staff have been trained to provide our customers with the best possible service we can give. If an agent is unable to reach a satisfactory resolution for you they will refer you to their line manager who will also try to resolve your complaint to the highest standard possible. If you wish to send your complaint in writing you can do so by sending a letter to the Complaints Handling Manager directly at;
The Complaints Handling Manager
One Call Claims Limited
1 Carolina Court
Doncaster
DN4 5RA
We aim to resolve your complaint within 24 hours from when we receive it. However, if this is not possible, we will acknowledge your complaint in writing within five working days. Once we have acknowledged your complaint, we will perform a full investigation into the matter and ensure that all areas of the complaint are covered.
If your complaint has been resolved within three working days then we will send you a summary resolution letter confirming that complaint has been resolved. If we can’t resolve your complaint within this time, we will send you a final written resolution letter within 8 weeks of the initial complaint – provided all investigations are complete. If you are still dissatisfied with either of the resolutions offered at this point please refer to stage 2 below.
If we haven’t completed our investigation within 8 weeks of initially receiving your complaint or you are not happy with the resolution we have offered, you may ask the Financial Ombudsman Service (FOS) to review your complaint. Should you decide to go to the FOS, you should do so within 6 weeks of our final response.
You can also escalate your complaint to an agreed Alternative Dispute Resolution Provider (ADRP) if you don’t wish to contact the FOS or if you are not eligible to do so.
You must enclose a copy of the final resolution that we issued to you along with your reference number and quote “One Call Claims Limited” as the reference. The Financial Ombudsman Service can help with most complaints if you are;
Further details on The Financial Ombudsman Service can be found at www.financial-ombudsman.org.uk or you can also write to them at;
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
The Financial Ombudsman Service (FOS) is the UK’s official expert in resolving complaints within the financial services industry. Complaints can be brought by, or on behalf of, customers (or potential customers) who are private individuals, micro-enterprises and small to medium size enterprises (small to medium size enterprises can bring complaints to the ombudsman as long as they have an annual turnover below £6.5m and fewer than 50 employees or an annual balance sheet below £5m).
If we agree to appoint an Alternative Dispute Resolution Provider (ADRP) you can make your complaint within 12 months after receiving our final resolution letter. A list of ADRP’s can be found through the trading standards website.
You can find further information at www.financial-ombudsman.org.uk
The European Commission under EU regulation has provided an online dispute resolution platform to help you raise a complaint. If you bought your policy online, you can make a complaint at the European Commission Online Dispute Resolution website. Just so you know, this doesn’t replace the service offered by the Financial Ombudsman Service.