How to make a complaint
You can raise a complaint by email or telephone. Please give us enough information to identify the enquiry and understand what has gone wrong.
Email: info@isthisaclaim.uk
Telephone: 07388 423 892
Information that may help
- your name and contact details;
- the date you contacted us, if known;
- the type of enquiry you submitted;
- a short explanation of what you are unhappy about;
- what you would like us to do to resolve the issue; and
- copies of any relevant correspondence, where appropriate.
What happens after you complain?
We will keep a record of the concerns you have raised so that they can be reviewed properly.
We may check your enquiry record, referral information and relevant communications, and may contact you if we need clarification.
We will explain the outcome of our review and any steps we propose to take. More complex matters may take longer to investigate.
Complaints about an independent solicitor
If your complaint concerns legal advice, conduct, fees or representation provided by a solicitor to whom you were introduced, that solicitor is independent from Is This a Claim. You should normally raise the complaint directly with the solicitor or firm using their own complaints procedure.
If you are unsure whether your concern relates to us or to an introduced solicitor, contact us and we can help identify the appropriate route without deciding the merits of the complaint.
Complaints about your personal information
If your concern relates to the way we have handled your personal information, you can also refer to our Privacy Policy. That policy explains your data-protection rights and how to raise a concern about personal data.
External escalation
Any external complaint or escalation route will depend on the nature of the issue and which organisation provided the relevant service. Where a specific external route applies to a complaint about Is This a Claim, we will identify it in our response.