Trinity Claims

How to Complain

Trinity Claims is committed to delivering the highest standard of service to our customers. Our dealings with you should always be clear and easy to understand. However, we know that sometimes things go wrong, so we want to know if our service does not meet your expectations, and we'll do our best to put it right. We're so focused on making our service better that we treat an expression of dissatisfaction as a complaint and will provide a response from our Customer Relations Department.

How to Make a Complaint

You can raise a complaint through any of the following channels:

• Phone: 0330 0600 633
• Email: customer.relations@trinityclaims.co.uk
• Post: Customer Relations
  Trinity Claims
  PO Box 568
  Tonbridge
  Kent
  TN9 9LT
• Online: Please send a portal message via your online customer portal

We'll need a few things from you to look into your complaint:

• Your contact details, including full name, address, postcode, phone number and email address (if you have one);
• Your contact preference – please let us know how you want us to contact you regarding your complaint;
• Your claim number (and type of policy). This will help us find your records;
• Details of what went wrong, in as much detail as you can. If you know the dates of your interactions with us, or key events which are relevant to your complaint, please include these in your complaint.

We will acknowledge your complaint promptly and aim to resolve it as quickly as possible.

Our Complaints Procedure

• Your complaint is recorded and acknowledged within 3 days of receipt and we’ll undertake to resolve it as fairly and promptly as possible. This may include gathering evidence from a number of places (for example; call recordings). We may also call you to get some more information, so please note our calls will display as a withheld number on some phones.

  We hope to resolve the complaint to your satisfaction within three working days following the day of receipt. If so, we will send you a summary resolution communication letter which will explain our decision and detail your rights to refer the matter to the Financial Ombudsman Service (FOS) if you wish.

• Eight weeks after receipt of your complaint, we will either:
  1. issue a final response letter which will explain our final decision and detail your rights to refer the matter to the Financial Ombudsman Service (FOS) if you wish; or
  2. write to you to explain why we are still not in a position to issue a final response and when we expect to be able to issue one.

  Please note If your complaint concerns the service of another firm, we will promptly refer your complaint to the other firm who will follow their own complaints procedure. We will inform you we have done so and pass on the contact details of the firm to which it has been referred.

Independent Review

If you are unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes.

While you can refer your complaint to the FOS at any time, they’ll need our consent to investigate complaints where:

1. we haven’t had the chance to put things right
2. we haven’t exceeded the 56-day timescale and haven’t yet issued our final response letter.

If you decide to refer your complaint after we’ve issued our final response, you should do so within 6 months of the date on our final response letter.

Write to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Call: 0300 123 9 123

Record Keeping and Continuous Improvement

We retain all complaint records for a minimum of six years. We use complaint data to identify root causes, implement service improvements, and provide feedback to staff to prevent recurrence.