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Complaints Procedure

Allay Claims Ltd takes customer satisfaction very seriously — we are particularly proud of our many positive testimonials. Should you have the need to make a complaint it will be dealt with promptly and professionally according to our internal complaints procedures.

How can I make a complaint?

You may complain to:

Complaints Department

Allay Claims Ltd.
Generator Studios
Trafalgar Street
Newcastle-upon-Tyne
NE1 2LA

Tel. 0191 462 0000

Complaints can also be submitted via the following email address, complaints@allay.co.uk or via our contact us form.

What happens next?

Our customer relations department will acknowledge your complaint within 5 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the regulator if you are not satisfied with the delay. Their address details are below.

If 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.

I am not satisfied with the response, what can I do?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Legal Ombudsman. You can do this through the following methods of contact:

Legal Ombudsman
P.O. Box 6806
Wolverhampton
WV1 9WG

Tel. 0300 555 0333

enquiries@legalombudsman.org.uk