Please read this notice carefully as it sets out details of the complaints procedure which we operate and what you can expect from us if you complain to us.

This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service. We value any feedback you may give us concerning any complaint you bring to us. One of our biggest objectives is to make your life easier. A small complaint which you may bring to our attention may well help us make a significant improvement in the way we deal with all our clients.

How to make a complaint

If you wish to make a complaint regarding any aspect of our dealings, you should in the first instance discuss the situation with a member of staff at The AI Desk Ltd (T/A Claim 2 Day) Following this discussion should you remain un-satisfied with the explanation or solution he or she has provided to you then you can submit a complaint to us by letter, telephone, e-mail or in person. You do not have to complete any paperwork, we will make sure your complaint gets to the right person.

If you want to write to us, please address your email to:

The AI Desk Ltd, Complaints Manager

info@claim2day.com

If you would prefer to complain in writing, please address to:

Complaints Manager

The AI Desk Ltd, Unit 19, 1-13 Adler Street, London, E1 1EG

What happens next?

You will receive a written or electronic acknowledgment of your complaint within fourteen business days of receipt, identifying the person who will be handling the complaint for the business. Your complaint will be thoroughly investigated and the person handling the complaint and will have the authority to settle it.

Within four weeks of receiving the complaint, we will send you either:
1) A final response, or

2) A holding response which explains why we are not yet in a position to resolve the complaint and the reason for this.  

3) Within eight weeks of receiving the complaint, we will send you either:
(a) A final response which adequately addresses the complaint and the options available to you; or

(b) A response which explains why we are not in a position to make a final response, giving the reason for the delay and guiding on next steps if you are dissatisfied by the delay.

4) Where we decide that redress is appropriate we will provide you with fiar compensation for any acts or omissions for where we are responsible and will comply with any offer to redress which you accept.  Appropriate redress will not always involve financial redress.  If financial redress is offered this will be sent to you via BACS or cheque within five working days of your acceptance of the offer.

5) If we do not hear from you within fourteen days of receiving our response we will assume that your complaint has been resolved and your file will be referred back to the relevant department.  If you do not feel that your complaint has been resolved satisfactorily you can ask for a further review.

What to do if you are not satisfied with our response

We’re sorry if you’re not happy with the decision we’ve taken. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of our final response letter – and they’ll ask to see the letter as summary of our investigation of your complaint.

Visit www.financial-ombudsman.org.uk  Call 0300 123 9123 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes For minicom call 0300 555 1777

Email: complaint.info@financial-ombudsman.org.uk

Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR