Complaints & cancellation

1. How to complain

Email [complaints@manchesterairportclaims.co.uk], call [0800 000 0000], or write to us at [REGISTERED ADDRESS]. 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 our final response to do so.

Financial Ombudsman Service, Exchange Tower, London E14 9SR · 0800 023 4567 · financial-ombudsman.org.uk

4. Complaints about Abbleys Solicitors

Once your claim has been passed on, the legal work is theirs, not ours. Complain to Abbleys first using the procedure in their client care pack. If they cannot resolve it, the Legal Ombudsman covers solicitors: 0300 555 0333 · legalombudsman.org.uk. We will still help you with anything that concerns our own introduction.

5. Cancelling your claim

You have 14 days from signing to cancel with us, free of charge and without giving a reason. Email [cancel@manchesterairportclaims.co.uk] with your reference number, or call us. 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. Cancelling with us is separate from ending Abbleys’ retainer once they have opened a file; their client care pack explains how to do that, and we will point you to the right person if you ask.