General

At Beep Beep Claims, we are committed to providing high-quality claims management services to all of our clients. However, if something does go wrong, we ask that you inform us so that we can address the issue promptly. This helps us to improve our services and ensure a better experience for all our clients in the future.

How Do I Make a Complaint?

If you have any complaints or concerns, please contact the team member handling your matter in the first instance, either by letter, email, or telephone. They will do their best to resolve your issue.

If you do not feel comfortable discussing your concerns with the team member handling your matter, you can contact our Head of Complaints, Simon Turner. Simon can be reached as follows:

Please provide the following information when you contact us to help us resolve your complaint as quickly as possible:

• Your full name;
• Your contact details;
• Your case reference;
• What you are concerned about; and
• How you would like your complaint to be resolved.

If you are unsure about how to raise a concern or make a complaint, please let us know, and we will assist you.

What Happens Once I Have Made a Complaint?

Upon receiving your complaint, we will:

• Acknowledge your complaint in writing within three working days, including a copy of this policy.
• Record your complaint in our central register.
• Open a separate file for your complaint.
• Review the matter by examining the relevant case file and consulting with the team member responsible for your matter.
• Request further information or documents from you if needed, specifying a time frame for providing such information.
• Update you on the progress of your complaint every week.
• Invite you to a virtual meeting or telephone conference to discuss your complaint, if deemed appropriate. This is entirely voluntary, and you are not required to attend if you do not wish to.

We aim to provide a detailed response within 21 days of acknowledging your complaint, outlining the steps we have taken to investigate it, our findings, and any proposals to resolve your complaint. If further inquiries are required, we will notify you within this time frame of the status of the investigation and when we expect to provide a full response.

Please note that there is a maximum time limit of eight weeks to conclude any complaint, as set out by the Financial Ombudsman Service (FOS).

What Can I Do If I Am Not Satisfied With the Outcome of My Complaint?

If you are dissatisfied with the outcome of your complaint, you may contact Simon Turner using the contact details provided above. He will review the matter and provide a further response.

What If I Am Still Not Satisfied With the Outcome of My Complaint?

Our complaints process concludes when either the matter is resolved to our mutual satisfaction, or if you are dissatisfied with our handling of your complaint, you have the right to escalate it to the Financial Ombudsman Service (FOS).

You may be eligible to refer your complaint to the Financial Ombudsman Service if:

• You are an individual.
• You are a business with fewer than ten employees and a turnover or assets not exceeding the relevant threshold.
• You are a charity or trust with a net income of less than £1 million.
• You fall within certain other categories.

Your complaint must normally be referred to the Financial Ombudsman Service:

• Within six months of receiving our final written response to your complaint.
• Within six years of the event you are complaining about or, if outside this period, within three years from when you should reasonably have become aware of the problem.

The Financial Ombudsman Service’s contact details are:

We are also required to inform you that other Alternative Dispute Resolution (ADR) service providers are available and may offer a consumer complaints resolution service. However, the Financial Ombudsman Service is the designated scheme for dealing with complaints regarding claims management services, and while we will consider using ADR, we are not obliged to do so.

What If I Am Not Satisfied With Your Behaviour?

If you are concerned about our behaviour, the Financial Conduct Authority (FCA) can assist. The FCA intervenes in cases involving firms behaving dishonestly, mishandling client money, or treating clients unfairly based on age, disability, or other characteristics.

Please visit the FCA’s website to learn more about what they can do and how to raise a concern: fca.org.uk.

What Will My Complaint Cost?

We will not charge you for handling your complaint.

If we have issued an invoice for work done on your matter and all or part of it remains unpaid, we may be entitled to charge interest on the outstanding amount, as described in our Terms of Business.

The Financial Ombudsman Service is free of charge.
ADR entities may charge for their services and are responsible for informing all parties of the costs of their dispute resolution procedure.