Complaints Policy

We value any feedback You may give us concerning complaints you may have, however small you may regard them. We are here as a company to make your life and the life of each and every client easier. A small complaint which you may bring to our attention may well help us make a significant improvement in the way we deal with all our clients.

How to make a complaint

If you wish to make a complaint regarding any aspect of our dealings, you should in the first instance discuss the situation with a member of staff at IDIGIU. Following this discussion should You remain un-satisfied with the explanation or solution he or she has provided to You then You can submit a complaint to us by letter, telephone, e-mail or in person.

If in writing please write to;

Complaints Manager
MarriageClaims.co.uk
Curtis House
34 Third Avenue
Hove
BN3 2PD

If you would prefer to complain by email contact:
complaints@marriageclaims.co.uk

What happens next?

Within four weeks of receiving the complaint, we will send You either:

  1. A final response which adequately addresses the complaint; or
  2. A holding response, which explains why we are not yet in a position to resolve the complaint and the reasons for this. Please note that in the case of relying on external correspondence or from a third party it is likely that we will need slightly longer than the 4 weeks to consolidate all of the information.
  3. Within eight weeks of receiving the complaint, we will send You either:
    1. A final response which adequately addresses the complaint and the options available to You; or
    2. A response which:
      1. Explains why we are still not in a position to make a final response, giving reasons for the further delay

Where we decide that redress is appropriate, we will provide You with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which You accept. Appropriate redress will not always involve financial redress. If financial redress is offered this will be sent to You via BACS or Cheque within five working days of Your acceptance of the offer.

If we do not hear from You within fourteen 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 You can ask for a further review.