Trinity Claims

How to Complain

Policy Expert 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:

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

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

Our Complaints Procedure

1. 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.

 

2. We are committed to providing clear, timely and transparent communication throughout the complaints process. We will keep you informed at key stages of our investigation, including when there are significant developments in our enquiries or if we require further information to help us fully understand and investigate the issues you have raised.

 

3. We appreciate your patience while the review is underway and would like to reassure you that we are committed to providing a fair, impartial and comprehensive assessment of your concerns. If there is any additional information you would like us to take into account during our investigation, please feel free to contact us.

 

4. Should we need any additional details, we will contact you directly (please note that our calls may occasionally appear as withheld numbers).

 

5. If you have any specific needs, circumstances or require additional support during the complaints process, please let us know. We are committed to ensuring our complaints process is accessible and that all customers receive appropriate support throughout their complaints journey.

 

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.

If we are unable to resolve your complaint within three working days, within eight weeks after receipt of your complaint, we will either:

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.