When would you like us to call you?
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 firstname.lastname@example.org 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: email@example.com
3.2.5 or online at: https://help.financial-ombudsman.org.uk/cmc
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.
it contains important information on who we are and how and why we collect,
store, use and share your personal data.
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.
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.
would be helpful to start by explaining some key terms used in this policy:
We, us, our
Claim 500 Limited
Our data protection officer
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:
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.:
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
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
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
Statistical analysis to help us manage our Company, e.g. in relation to our financial performance, customer base, work type or other efficiency measures
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
Updating and enhancing customer records
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
Ensuring safe working practices, staff administration and assessments
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
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:
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:
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.:
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).
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
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
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:
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 www.getsafeonline.org. 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 https://ico.org.uk/concerns or telephone: 0303 123 1113.
How to contact us
Our contact details are shown below:
Our contact details
Our Data Protection Officer's contact details
0845 812 3456
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The company is registered in England under number 06630202, registered office, Third Floor, 76 Kirkgate, Bradford, West Yorkshire, England, BD1 1SZ.
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Authorisation number: CRM14182
Registered Company Number: 06630202