Regulatory Requirements
My PCP Claim is obligated by the Financial Conduct Authority to operate a complaints handling policy that facilitates the effective identification, investigation, and resolution of customer complaints. Principle 6 of the Financial Conduct Authority’s Principles for Businesses mandates the Company to treat customers fairly. Part of the Company’s commitment to treating customers fairly is to ensure that customers encounter no post-sale barriers, such as difficulties in lodging complaints.
Definition
The Financial Conduct Authority defines a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service. It alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience and relates to an activity of the Firm or any other organization that the Firm has some connection to in marketing or providing financial services or products.
In simpler terms, a complaint is any expression of dissatisfaction about the provision of the Company’s claims management activities, whether justified or not.
Submitting a Complaint
My PCP Claim seeks to provide customers and potential customers with excellent customer service. However, if a customer or potential customer wishes to lodge a complaint with the Company, they may do so by email, telephone, or post. A complaint can be lodged using the following contact information:
Email: info@mypcpclaim.uk
Post: My PCP Claim Ltd, Imperial Court, 2 Exchange Quay, Manchester, M5 3EB, Manchester, United Kingdom
Acknowledgement
The Company endeavors to send complainants a written acknowledgment of complaints within 5 business days of receipt.
Complaints Investigation
My PCP Claim will investigate the subject matter of the complaint and may contact the complainant to obtain further information to adequately investigate the complaint. The nature of the investigation will depend on the complaint’s nature but may involve interviewing relevant staff and reviewing relevant documentation.
The Company will ensure that the individual(s) involved in investigating complaints are independent and have not been involved in the events complained about.
Final Response
My PCP Claim will endeavor to issue a final written response to the complaint within 8 weeks of initial receipt.
The final response will either
Accept the complaint and, where appropriate, offer redress or remedial action;
Offer redress or remedial action without accepting the complaint; or
Reject the complaint and give reasons for doing so.
If the Company is unable to issue a final response within 8 weeks, the complainant will receive a written response explaining the delay and the expected timeline.
Appeal
Complainants have the right to escalate their complaint to the Financial Ombudsman Service, free of charge if they are dissatisfied with the Company’s final response or if the Company does not issue a final response within 8 weeks.
Complaints must be escalated to the Financial Ombudsman Service within six months of receiving the final response or of the 8-week deadline.
Review
My PCP Claim will conduct a review of this policy annually, or sooner, if triggered by internal changes (e.g., business process changes) or external changes (e.g., changes in law).