Complaints Procedure & Website Policies

Claim500 has very high standards which we are determined to maintain. Any complaint will be fully investigated free of charge. At the conclusion of any internal complaints handling procedure you also have the right to complain to the Claims Management Ombudsman, full details of this, their address and our complaints procedure is set out below.


1 How do I make a complaint?

1.1 You can contact us in writing by letter, email or by speaking with our director, Phillip Gibson. Phillip can be contacted by letter at 76 Kirkgate, Bradford, BD1 1SZ, or email on or by telephone on: 0113 222 4091.

1.2 To help us to understand your complaint, and in order that we do not miss anything, please tell us:

1.2.1 your full name and contact details

1.2.2 what you think we have got wrong

1.2.3 what you hope to achieve as a result of your complaint, and

1.2.4 your file reference number (if you have it)

1.3 If you require any help in making your complaint, we will try to help you.


2 How will you deal with my complaint?

2.1 We will record your complaint.

2.2 We will write to you within three working days acknowledging your complaint, if possible, providing A Summary Resolution communication and enclosing a copy of this policy.

2.3 A Summary resolution communication will summarise your complaint and why we think the complaint is now resolved.   We will provide you with details of the Claims Management Ombudsman (see section 4) and time limits for contacting them

2.4 If we cannot provide a Summary Resolution communication in 3 days:

2.5 We will investigate your complaint. This will usually involve:

2.5.1 reviewing your complaint

2.5.2 reviewing your file(s) and other relevant documents, and

2.5.3 speaking with the person who dealt with your matter

2.6 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

2.7 We will update you on the progress of your complaint at appropriate times.

2.8 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

2.9 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement. We must resolve your complaint in 8 weeks.


3 What if I am not satisfied with the outcome?

3.1 If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.

3.2 If you remain unhappy with our final response, you can ask the Claims Management Ombudsman to investigate your complaint. You have the right to complain to the Claims Management Ombudsman, an independent complaints body that deals with financial service complaints. You can contact the Claims Management Ombudsman:

3.2.1 by post at Exchange Tower, Harbour Exchange, London, E14 9SR

3.2.2 by telephone: 0800 023 4567, or

3.2.3 by text 07860 027586

3.2.4 by email:

3.2.5 or online at:

3.3 You have the right to refer your complaint to the Claims Management Ombudsman Service free of charge. You must do so within six months of the date of our final decision.

3.4 If we have not issued a final decision, you may bring a complaint to the Ombudsman up to six years from the date of the event complained or, if later, three years from when you realised (or should have realised) that there was a problem.

3.5 If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

3.6 We also enclose a copy of the Claims Management Ombudsman leaflet, “Want to take your complaint further?”

3.7 We will not charge you for handling your complaint.


Privacy Notice

We take your privacy very seriously. Please read this privacy policy carefully as it contains important information on who we are and how and why we collect, store, use and share your personal data.

It also explains your rights in relation to your personal data and how to contact us or supervisory authorities in the event you have a complaint.

Our use of your personal data is subject to your instructions, the Data Protection Act 2018, relevant data protection legislation including the General Data Protection Regulation (GDPR) and any subsequent legislation in force from time to time and our professional duty of confidentiality.  

Key terms

It would be helpful to start by explaining some key terms used in this policy:


We, us, our

Claim 500 Limited

Our data protection officer

Phillip Gibson

Personal data

Any information relating to an identified or identifiable individual

Special category personal data

Personal data revealing racial or ethnic origin, political opinions, religious beliefs, philosophical beliefs or trade union membership

Genetic and biometric data

Data concerning health, sex life or sexual orientation

Personal data we collect about you

The table below sets out the personal data we will or may collect in the course of advising and/or acting for you.


Personal data we will collect

Personal data we may collect depending on why you have instructed us

Your name, address and telephone number

Information to enable us to check and verify your identity, e.g. your date of birth or passport details

Electronic contact details, e.g. your email address and mobile phone number


Your financial details so far as relevant to your claim,



Your National Insurance and tax details

Your bank and/or building society details

Details of your professional online presence, e.g. LinkedIn profile

Details of your spouse/partner and dependants or other family members, e.g. if relevant to your personal injury claim

Your employment status and details including salary and benefits, e.g. if you instruct us on matter related to your employment or in which your employment status or income is relevant

Your nationality and immigration status and information from related documents, such as your passport or other identification, and immigration information, e.g. if relevant to your personal injury claim

Details of your pension arrangements, e.g. if relevant to your personal injury claim.

Your employment records including, where relevant, records relating to sickness and attendance, performance, disciplinary, conduct and grievances (including relevant special category personal data), e.g. if your employment records are relevant

Your racial or ethnic origin, gender and sexual orientation, religious or similar beliefs, e.g. if relevant to your claim

Your trade union membership, e.g. if your matter is funded by a trade union

Your medical records, e.g. if relevant to your personal injury claim.


This personal data is required to enable us to provide our service to you. If you do not provide personal data we ask for, it may delay or prevent us from providing services to you.


How your personal data is collected


We collect most of this information from you. However, we may also collect information:


  • from publicly accessible sources, e.g. Companies House or HM Land Registry;


  • directly from a third party, e.g.:
  • ~sanctions screening providers;
  • ~credit reference agencies;
  • ~client due diligence providers


  • from a third party with your consent, e.g.:
    • ~your bank or building society, another financial institution or advisor;
    • ~consultants and other professionals we may engage in relation to your matter;
    • ~your employer and/or trade union, professional body or pension administrators;
    • ~your doctors, medical and occupational health professionals;


  • ·via our website—we use cookies on our website (for more information on cookies, please see our cookies policy)


  • ·via our information technology (IT) systems, e.g.:
  • ~case management, document management and time recording systems;
  • ~door entry systems and reception logs;
  • ~automated monitoring of our websites and other technical systems, such as our computer networks and connections, CCTV and access control systems, communications systems, email and instant messaging systems;


How and why we use your personal data


Under data protection law, we can only use your personal data if we have a proper reason for doing so, e.g.:


  • to comply with our legal and regulatory obligations;
  • for the performance of our contract with you or to take steps at your request before entering into a contract;
  • for our legitimate interests or those of a third party; or
  • where you have given consent.


A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests.


The table below explains what we use (process) your personal data for and our reasons for doing so:

What we use your personal data for

Our reasons

To provide claims management services to you

For the performance of our contract with you or to take steps at your request before entering into a contract

Conducting checks to identify our clients and verify their identity

Screening for financial and other sanctions or embargoes

Other processing necessary to comply with professional, legal and regulatory obligations that apply to our business, e.g. under health and safety regulation or rules issued by our professional regulator

To comply with our legal and regulatory obligations

Gathering and providing information required by or relating to audits, enquiries or investigations by regulatory bodies

To comply with our legal and regulatory obligations

Ensuring business policies are adhered to, e.g. policies covering security and internet use

For our legitimate interests or those of a third party, i.e. to make sure we are following our own internal procedures so we can deliver the best service to you

Operational reasons, such as improving efficiency, training and quality control

For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can delivery the best service for you at the best price

Ensuring the confidentiality of commercially sensitive information

For our legitimate interests or those of a third party, i.e. to protect our intellectual property and other commercially valuable information

To comply with our legal and regulatory obligations

Statistical analysis to help us manage our Company, e.g. in relation to our financial performance, customer base, work type or other efficiency measures

For our legitimate interests or those of a third party, i.e. to be as efficient as we can so we can delivery the best service for you at the best price

Preventing unauthorised access and modifications to systems

For our legitimate interests or those of a third party, i.e. to prevent and detect criminal activity that could be damaging for us and for you

To comply with our legal and regulatory obligations

Updating and enhancing customer records

For the performance of our contract with you or to take steps at your request before entering into a contract

To comply with our legal and regulatory obligations

For our legitimate interests or those of a third party, e.g. making sure that we can keep in touch with our clients about existing and new services

Statutory returns

To comply with our legal and regulatory obligations

Ensuring safe working practices, staff administration and assessments

To comply with our legal and regulatory obligations

For our legitimate interests or those of a third party, e.g. to make sure we are following our own internal procedures and working efficiently so we can deliver the best service to you

Marketing our services to:

—existing and former clients;

—third parties who have previously expressed an interest in our services;

—third parties with whom we have had no previous dealings.

For our legitimate interests or those of a third party, i.e. to promote our business to existing and former clients

Credit reference checks via external credit reference agencies

For our legitimate interests or a those of a third party, i.e. for credit control

External audits and quality checks and the audit of our accounts

For our legitimate interests or a those of a third party, i.e. to maintain our accreditations so we can demonstrate we operate at the highest standards

To comply with our legal and regulatory obligations


The above table does not apply to special category personal data, which we will only process with your explicit consent.


Who we share your personal data with

We routinely share personal data with:

  • panel solicitors who we refer your claim to on your behalf
  • ·other third parties where necessary to carry out your instructions
  • external auditors, e.g. in relation to the audit of our accounts;
  • ·our bank;
  • external service suppliers, representatives and agents that we use to make our business more efficient, e.g. typing services, marketing agencies, document collation or analysis suppliers;

    We only allow our service providers to handle your personal data if we are satisfied, they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers to ensure they can only use your personal data to provide services to us and to you.


    We may disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations.


    We may also need to share some personal data with other parties, such as potential buyers of some or all of our business or during a re-structuring. Usually, information will be anonymised, but this may not always be possible. The recipient of the information will be bound by confidentiality obligations.


    Where your personal data is held

    Information may be held at our offices and those of our third-party agencies, service providers, representatives and agents as described above (see ‘Who we share your personal data with’).


    Some of these third parties may be based outside the European Economic Area. For more information, including on how we safeguard your personal data when this occurs,

    see below: ‘Transferring your personal data out of the EEA’.


    How long your personal data will be kept

    We will keep your personal data after we have finished advising or acting for you. We will do so for one of these reasons:

  • to respond to any questions, complaints or claims made by you or on your behalf;
  • to show that we treated you fairly;
  • to keep records required by law.


We will not retain your data for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of data. Further details on this are available in our data retention policy.

When it is no longer necessary to retain your personal data, we will delete or anonymise it.


Transferring your personal data out of the EEA

To deliver services to you, it is sometimes necessary for us to share your personal data outside the European Economic Area (EEA), e.g.:


  • with your and our service providers located outside the EEA;
  • if you are based outside the EEA;
  • where there is an international dimension to the matter in which we are advising you.


These transfers are subject to special rules under European and UK data protection law. If you would like further information, please contact our Data Protection Officer (see ‘How to contact us’ below).


Your rights

You have the following rights, which you can exercise free of charge:


The right to be provided with a copy of your personal data


The right to require us to correct any mistakes in your personal data

To be forgotten

The right to require us to delete your personal data—in certain situations

Restriction of processing

The right to require us to restrict processing of your personal data—in certain circumstances, e.g. if you contest the accuracy of the data

Data portability

The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party—in certain situations

To object

The right to object:

—at any time to your personal data being processed for direct marketing (including profiling);

—in certain other situations to our continued processing of your personal data, e.g. processing carried out for the purpose of our legitimate interests.

Not to be subject to automated individual decision-making

The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you

For further information on each of those rights, including the circumstances in which they apply, please contact us or see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.


If you would like to exercise any of those rights, please:

  • email, call or write to our Data Protection Officer—see below: ‘How to contact us’; and
  • let us have enough information to identify you (e.g. your full name, address and client or matter reference number);
  • let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill); and
  • let us know what right you want to exercise and the information to which your request relates.


Keeping your personal data secure


We have appropriate security measures to prevent personal data from being accidentally lost or used or accessed unlawfully. We limit access to your personal data to those who have a genuine business need to access it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.


We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.


 If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit Get Safe Online is supported by HM Government and leading businesses.


How to complain

We hope that our Data Protection Officer can resolve any query or concern you may raise about our use of your information.


The General Data Protection Regulation also gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at or telephone: 0303 123 1113.


Changes to this privacy policy

This privacy policy was published on 9TH October 2019.

We may change this privacy policy from time to time, when we do, we will inform you via email or letter.

How to contact us

Please contact our Data Protection Officer by post, email or telephone if you have any questions about this privacy policy or the information. we hold about you.

Our contact details are shown below:

Our contact details

Our Data Protection Officer's contact details

76 Kirkgate



Philip Gibson

76 Kirkgate



0845 812 3456



Website Accessibility Statement

We recognise the importance of providing a website that is accessible to all user groups, including those with a disability or impairment. Wherever possible, we have included simplified features to make our content available to anyone who is using assistive technology or might otherwise find the standard features difficult to use.

We aim to provide full accessibility to all content on our website, but please note that third-party content, e.g. other websites we provide hyperlinks to, may not be as accessible as our website.

Help or feedback

We are committed to on going accessibility improvements.

If you would like to give us some feedback or are having difficulty accessing this website for any reason, please let us know and we will do our best to resolve the issue.

You can contact us by email:

Accessibility features

We have included several features to improve usability and accessibility.


A sitemap is available within our website. This provides an overview of all content in this website and is fully hyperlinked to assist with navigation.

Home and search links

All pages have home a link to aid navigation in text-only browsers.

[Keyboard navigation

All links and user interfaces are designed to be navigable with a keyboard.

  • [insert details of any shortcut keys available to your users, eg, press TAB to navigate to the next link]
  • [press SHIFT and TAB to navigate to the previous link]
  • [press ENTER to follow a link]]

    [Access keys

    Our website uses access keys to help assist you with navigation. These can be accessed in the following way:

  • if you are using a PC—hold down the ALT key
  • if you are using a Mac—hold down the CTRL and the ALT key

    Then press one of the keys listed below: [insert details of the specific access keys for your website, eg]

  • [[Home page 0]
  • [Services—1]
  • [Client resources 2]
  • [News—3]
  • [Careers—4]
  • [About us—5]
  • [Contact us—6]
  • [Meet the team 7]
  • [Equality and diversity 8]
  • [Corporate responsibility 9]]]


    All content images used in this website includes alternative description.

    Text or page resizing

    You can generally change the font size or adjust the page zoom through your browser. To enable this feature on:

  • a PC, hold down the CTRL key and press the + key to increase and the key to decrease the font size
  • a Mac, hold down the COMMAND key and press the + key to increase and the key to decrease the font size]

    [Compatibility with tools

    This website aims to be compatible with recent versions of the following screen readers:

  • [[insert details of any compatible screen readers, eg, JAWS]
  • [Voiceover]
  • [Window Eyes]]

    [This website should also be compatible with:]

  • [[insert details of any other tools your website is compatible with eg speech recognition software such as Dragon Naturally Speaking]
  • [operating system speech packages]]]

    [Standards compliance

    [All pages should meet the following standards benchmarks: [list details of any standards benchmarks your website meets, eg ]]

  • [[AA compliance with the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines]
  • [uses structured semantic mark-up with a logical document outline]]]
  • (V2 14-11-2019)

Cookies policy

What are cookies?

Our website uses cookies. A cookie is a small text file which is stored on your computer, tablet or phone when you visit a website. These cookies allow us to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and allows us to improve our website.

There are two main types of cookie:

  • session cookies—these are deleted when you finish browsing a website and are not stored on your computer longer than this
  • persistent cookies—these are stored on your computer after you have finished using a website so that the website provider can remember your preferences the next time you use it

Cookies can be set by the website you have browsed, i.e. the website displayed in the uniform resource locator (URL) window. These are called first party cookies. Third party cookies are set by a website other than the one you are browsing.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

How do we use cookies?

ASP.NET Session Cookie

When a user browses the website, a unique session ID will be associated with the user to keep track of any information that is stored for that session. This information is stored on the Web Server (known as storing information in session) and is identified via a GUID. The GUID is stored in the Cookie (known as the ASP.NET_SessionID) and is essential for any ASP.NET website to function correctly. If nothing is put in the session however, no cookie will be sent to the browser so this cookie will only be created when it is needed.

Expiry: This cookie will expire at the end of the session which is defined in the application configuration.


This cookie is set by Google Analytics and stores each user’s number of visits, the time of the first visit, the previous visit and the time of the current visit.

Expiry: 2 Years from setup or update



These cookies are set by Google Analytics and are used to check approximately how long a visitor remains on a site (by storing when the visit starts and approximately when the visit ends). Due to the nature of these cookies, these are updated regularly.

Expiry: 30 Minutes from setup or update


This cookie is set by Google Analytics and stores where the user has navigated from (for example a Search Engine).

Expiry: 6 Months from setup or update


This cookie is set by Google Analytics. According to their documentation it is used to throttle the request rate for the service - limiting the collection of data on high traffic sites.

Expiry: 10 minutes from setup or update

adiV, adiS, adiVi, adiErr, adiLP

These cookies allow ResponseTap to show multiple visits made by a customer over time from the same browser.

Expiry: One year after the visitor leaves the website.


If you continue to use our website, we will assume that you are happy to receive all cookies from our website. However, if you would prefer to change your cookie settings, you can do so at any time—see below ‘Controlling our use of cookies’.

Controlling our use of cookies

Most browsers automatically accept cookies unless you change your internet browser settings. If you wish to restrict, block or delete the cookies which are set by any websites, you can generally do this through your browser settings. These settings are usually found in the 'options' or 'preferences' menu of your internet browser.

If you set your internet browser preferences to block all cookies, you may not be able to access all or parts of our site.

If you delete cookies relating to this website, we will not remember things about you, including your cookie preferences, and you will be treated as a first-time visitor the next time you visit the site.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit


  1. If you have any questions or comments regarding this Cookies policy, please email Philip Gibson


Website Terms & Conditions

You should read these terms and conditions carefully before using this website ('the Site'). By accessing or using the Site, you agree to be bound by these terms and conditions and our Privacy Policy. No proposed changes to these terms and conditions are valid or have any effect. If you do not agree with or accept any of these terms and conditions, you should cease using the Site immediately.

Please note that no sale of products or services takes place on this website. Any agreement to provide legal services will be governed by separate terms and conditions in addition to these Terms and will be provided to you separately.


The company is registered in England under number 06630202, registered office, Third Floor, 76 Kirkgate, Bradford, West Yorkshire, England, BD1 1SZ.

We reserve the right to prevent or suspend your access to the Site if you do not comply with any part of these terms and conditions or any applicable law.

Under no circumstances shall we be liable to you for any loss or damage suffered (including without limitation direct or indirect losses) arising from your use of, or reliance on, the Site.

We do not exclude or limit our liability for death or personal injury arising from our negligence, for any fraudulent misrepresentation made by us on the Site or for any other statutory rights which are not capable of being excluded.

Availability and conditions of use

The Site is made available to you by us. While we make every effort to ensure that the Site is available, we do not represent, always warrant or guarantee in any way the Site’s continued availability or uninterrupted use by you of the Site. We reserve the right to suspend or cease the operation of the Site from time to time at our sole discretion.

As a condition of your use of the Site, you agree:

Ownership, use and intellectual property rights


Cookies and other information-gathering technologies

Hyperlinks and third-party sites

Equality and diversity

We are committed to promoting equality and diversity in all our dealings with clients, third parties and employees. Please contact us if you would like a copy of our Equality and diversity policy.

Warranties and limitation of liability