Complaints Procedure

At Black Pearl Claims we are committed to delivering world class service. Our customers are the most important part of our business and every complaint received is very important to us. We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

Our complaints procedure is set up to resolve our customer’s complaints efficiently and effectively. Complaints can be made via email, telephone or by letter.

If you need to make a complaint please contact us via one of the following:

Black Pearl Claims Limited
Albion Court
5 Albion Place
West Yorkshire
or email [email protected]
or call 0333 344 2323

What Happens Next:

  1. We will respond to you within five business days of receipt, advising who will be handling your complaint.
  2. Within four weeks of receiving your complaint we will respond to you with:
  3. Within eight weeks of receiving the complaint, we will send you either:
  4. Where we accept liability, we will provide you with fair compensation for any acts or omissions for which we are responsible. The resolution will not always involve financial redress.
  5. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department. If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What to do if you are not satisfied with our response:

We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Financial Ombudsman.

Financial Ombudsman
Exchange Tower
Harbour Exchange
E14 9SR

The Financial Ombudsman will only intervene once all steps of the company’s in house complaints procedure have been followed. The Financial Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman this must be done within six months of our final response to your complaint.

If you would like more information about the Financial Ombudsman their contact details are as follows:

Do not send original documents to the Financial Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.