Complaint Policy

Commitments Protection wish to make sure you have an excellent customer experience and it is important to us to know when you feel you have not received the level of service you should or a product does not meet your expectations. We value your feedback and subsequently we have an internal complaint procedure, which allows us to resolve customer complaints. We use the information that you provide to better understand your complaint and manage it. We also evaluate the feedback you give to enable us to make your experience a better one.

You can make contact with us at the following address should you wish to write to us:

OFFICE:	SALES OFFICE:
Crown House 123 Hagley Road Birmingham B16 8LD Telephone: 0333 202 7121 Email: admin@cpluk.net	The Anderson Centre Spitfire Close Huntingdon PE29 3XY Telephone: 0333 202 7121 Email: admin@cpluk.net

The Commitments Protection Complaint Process

When we receive a complaint, we aim to resolve the matter quickly and satisfactorily by the end of the next business day.
If the matter is more complex or we need more information, we will acknowledge your complaint in writing and let you know what further information we need to complete our investigations.
We aim to resolve most of the complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.
In the unlikely event the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended.
If you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, then you may refer your complaint to either  the Financial Ombudsman Service or Claims Management Ombudsman who both provides an independent review service for unresolved complaints that is free to customers.

THEY CAN BE CONTACTED AT:

Complaint regards Financial Services Provider	Complaints regards Claims Management Company
The Financial Ombudsman Service Exchange Tower London E14 9SR Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Telephone: (landline) 0800 023 4 567 (from a mobile) 0300 123 9 123 (from outside the UK) +44 20 7964 0500	Claims Management Ombudsman Exchange Tower London E14 9SR Email: complaint.info@financial-ombudsman.org.uk Website: www.cmc.financial-ombudsman.org.uk Telephone: (landline) 0800 023 4 567 (from a mobile )0300 023 4567 (from outside the UK) +44 207 964 1000