We take customer care very seriously and hope you will be pleased with the service we offer.
However, we recognise that occasionally something can go wrong and if this happens you may wish to make a complaint.  Our Complaints Procedure is as follows:
1.    Complaints may be made in writing, by e-mail, or by any other reasonable means, in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
A) In writing to: Customer Complaints, Have I Got PPI UK, 185 Chorley New Road, Bolton, BL1 4QZ.
B) By email to: simon@haveigotppiuk.com
2.    Within five business days of receiving a complaint, we will send you a written or electronic acknowledgement. This will provide the name or job title of the person who will be handling the complaint for the business and will include a copy of our Complaints Procedure.
3.    The person handling the complaint will have sufficient competence and authority to investigate and settle the complaint (or ready access to someone with the necessary authority). Where possible, the individual will not have been directly involved in the matter which is the subject of the complaint.
4.    Within four weeks of receiving a complaint, we will send you either:
A) a final response adequately addressing the complaint; or
B) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
5.    Within eight weeks of receiving a complaint, we will send you either:
A) a final response adequately addressing the complaint; or
B) a response which (i) explains that we are still not in a position to make a final response, gives reasons for the further delay, and indicates when we expect to be able to provide a final response, and (ii) informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.
6.    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 that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
7.    We will generally decline to consider or uphold a complaint that is made more than six months after you became aware of the cause of the complaint. (Where exceptional circumstances apply, we may waive this requirement but any such waiver is at our discretion.)
8. The Claims Management Ombudsman (CMO) can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint.
9. If you are not satisfied with our final response, or if a complaint is not resolved after eight weeks, you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) at:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/
N.B. Please note you have 6 months from the date of our final decision to approach the Claims Management Ombudsman. We do not give consent for the CMO to review your complaint after the six months have passed.

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