Complaints & cancellation
How to tell us something has gone wrong, and how to walk away. Both are free, and neither needs a particular form of words.
1. How to complain
Email info@manchesterairportclaims.co.uk or write to us at Suite F14, Northwich Business Centre, Northwich, Cheshire, CW9 5BF. Tell us your reference number if you have one, what happened, and what you would like us to do about it. You can complain on behalf of someone else if they have asked you to.
2. What we will do
- We will acknowledge your complaint promptly and tell you who is handling it.
- We will investigate it fairly and ask you for anything else we need.
- We will give you our final response in writing within eight weeks, explaining what we found and what we are doing about it.
Complaining costs you nothing and will not affect how your claim is handled.
3. If you are still unhappy
If you disagree with our final response, or eight weeks pass without one, you can refer the complaint free of charge to the Financial Ombudsman Service. You normally have six months from the date of our final response to do so.
Financial Ombudsman Service, Exchange Tower, London E14 9SR · 0800 023 4567 · financial-ombudsman.org.uk
You are under no obligation to make a claim using a Claims Management Company. You may be able to make a complaint to the Financial Ombudsman Service or the Financial Services Compensation Scheme, without using our services and without paying a fee.
Separately, if your complaint is about how we handled your personal data, you can complain to the Information Commissioner’s Office free of charge: 0303 123 1113 · ico.org.uk/make-a-complaint. Doing so does not affect your right to a remedy in court.
4. Cancelling your claim
You have 14 days from signing to cancel with us, free of charge and without giving a reason. Email info@manchesterairportclaims.co.uk with your reference number. We will confirm in writing and stop processing your claim.
You can also cancel later than 14 days — we will not charge you for that either.