Complaints Procedure

How can a complaint be submitted?

If you have a complaint about any element of the Crystal Claims Management service you can contact us by letter, telephone or email at:

Crystal Claims Management
208 Sebert Road
Forest Gate
London
E13 0PU

Phone: 020 8548 0245
Email: [email protected]

Complaints procedure:

You can make a complaint by following the steps below to either the Director or Company Secretary.

• Contact our company directly by writing to us or emailing us. Verbal complaints are also accepted. Please remember to mark your reference number so your complaint is dealt with as quickly as possible.
• We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. After the complaint is received an acknowledgement letter is sent out within 5 business working days and we will also confirm in writing to you if a complaint has been made outside the time limit that we are prepared to consider.
• All complaints are passed over to management team and investigations will take place, a member of staff will be in contact with you within 28 days. Within the 28 days you will either receive;

1. A final response in relation to your complaint advising you to book a meeting. In the same letter we will tell you our views on the complaint you have made and how we suggest resolving it, hopefully to your satisfaction as well as our; or
2. A holding response, which explains why we are not yet in a position to resolve the complaint and when we will be next in contact with you.

Within 8 weeks of you complaint you will either receive;

1. A final response in relation to your complaint advising you to book a meeting. In the same letter we will tell you our views on the complaint you have made and how we suggest resolving it, hopefully to your satisfaction as well as our; or
2. An explanation as to the reason why we are not in a position to make a final response and when a final response is like to be made.