Last updated: February 2026.
Our Commitment
Scottish Claims Helpline is committed to providing a high-quality service to all our clients. However, we recognise that there may be occasions when you feel we have fallen short of your expectations. If this happens, we want to hear about it so we can put things right and improve our service.
How to Make a Complaint
You can make a complaint by any of the following methods:
By email: Send your complaint to our dedicated complaints email address. Please include your full name, contact details, your claim reference number (if you have one), and a clear description of your complaint including what you would like us to do to resolve it.
By phone: Call us and ask to speak to the complaints handler. We will take the details of your complaint over the phone.
By post: Write to us at our registered office address. Please include the same details as listed above for email complaints.
What Happens Next
We will acknowledge your complaint within 5 working days of receiving it. We will tell you who is handling your complaint and how to contact them directly.
We will investigate your complaint thoroughly and fairly. This may involve reviewing your file, listening to recorded calls, and speaking with the staff members involved. We may contact you during the investigation if we need further information.
Our Response
We aim to resolve all complaints within 8 weeks of receipt. We will send you a final response letter which will set out the results of our investigation, whether we are upholding your complaint in full, in part, or not at all, any remedial action we propose to take, and your right to refer the matter to the Financial Ombudsman Service if you remain dissatisfied.
If we are unable to provide a final response within 8 weeks, we will write to explain why and give you an expected date for our response. We will also inform you of your right to refer the complaint to the Financial Ombudsman Service at that point.
The Financial Ombudsman Service
If you are not satisfied with our final response, or if 8 weeks have passed since you made your complaint without receiving a final response, you have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial services firms.
You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 (free from mobiles and landlines)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.
Recording and Monitoring
All complaints are recorded in a central complaints register and monitored by senior management. We analyse complaint data regularly to identify trends, recurring issues, and opportunities to improve our service. Complaint outcomes and any lessons learned are shared with relevant staff.
Financial Conduct Authority
Scottish Claims Helpline is authorised and regulated by the Financial Conduct Authority. If you wish to verify our registration or report a concern directly to the FCA, you can do so via the FCA Register or by contacting the FCA Consumer Helpline on 0800 111 6768.
Scottish Claims Helpline is authorised and regulated by the Financial Conduct Authority. FCA Reference Number: FRN 830381.