1. Introduction

PCP Claims Experts acts solely as an introducer of FCA-authorised Claims Management Companies (CMCs). We do not handle claims or provide financial services ourselves. This policy explains how you can make a complaint about PCP Claims Experts’ introduction service. For complaints relating to your actual claim or compensation, please follow the complaints procedure of the CMC handling your claim.

2. Definition of a Complaint

For the purposes of this policy, a complaint is any oral or written expression of dissatisfaction regarding PCP Claims Experts’ introducer services, whether justified or not. This includes complaints about:

- Our communication

- The introduction process

- Any administrative aspects of our service

3. How to Submit a Complaint

You can make a complaint to PCP Claims Experts by:

- Email: [email protected]

- Post: Evans Hughes Ltd t/a PCP Claims Experts 128 City Road, London, United Kingdom EC1V 2NX

Please include:

- Your name

- Details of your dissatisfaction

- What you would like us to do to put things right

- A phone number and email address for contact

4. Complaint Handling Process

Resolved within 3 Business Days

If we can resolve your complaint within 3 business days, we will confirm resolution in writing and provide a summary resolution communication.

Not Resolved within 3 Business Days

If we cannot resolve your complaint within 3 business days:

We will send an acknowledgement within 5 days of receiving your complaint.

Our complaint handler will investigate the issue.

Within 8 weeks from receipt, we will provide a final response detailing:

Our findings

Any remedial action regarding the introduction service

Your right to escalate to the Financial Ombudsman Service if dissatisfied

5. Escalation to the Financial Ombudsman Service

If you are not satisfied with PCP Claims Experts’ response, you may escalate your complaint to the Financial Ombudsman Service:

- Email: [email protected]

- Telephone: 0800 023 4567

- Address: Financial Ombudsman Service, Harbour Exchange Square, London, E14 9SR

- Online: https://www.financial-ombudsman.org.uk/

You must raise your complaint with the Ombudsman within six months of receiving our final response.

Note: Complaints regarding the actual claim must be directed to the partner CMC handling your claim. PCP Claims Experts does not manage claims outcomes.

6. Complaint Monitoring

We regularly review complaints about our introducer service to:

- Identify systemic issues

- Improve our processes and customer experience

- Ensure compliance with FCA Principle 12

- We do not track complaints or outcomes related to client claims.

7. Data Retention

We retain complaints data for a minimum of six years in line with UK Data Protection laws and the Limitation Act 1980. This applies only to complaints about PCP Claims Experts’ introducer service, not claims handled by partner CMCs.

8. Contact for Claims Management Complaints

For information on making a complaint about your actual claim, visit your CMC’s complaints page or the Claims Management Ombudsman: https://cmc.financial-ombudsman.org.uk/