How to complain
We are committed to providing a high-quality claims management service to all our clients. However we do accept that from time to time clients may wish to express concern about the service provided by our firm or our staff. If for any reason you are unhappy about any aspect of your claim or if you have a complaint in relation to the conduct of your claim you need to contact us with the details.
How to contact us:
Telephone: 01323 431862
Post: Eagles Accident Claims Management, 10 Susans Road, Eastbourne, BN21 3HA
What will happen next?
The complaint will be dealt with in accordance with the firm’s complaints procedure which is detailed below.
We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 business days of us receiving your complaint.
We will record your complaint in our central register and open a separate file for your complaint. We will do this within 2 days of receiving your complaint.
We will then start to investigate your complaint. This will normally involve the following steps.
We will pass your complaints to Nuno Mendes.
Mr Nuno Mendes will ask the member of staff who dealt with your claim to report back to him in relation to your complaint within 10 days.
He will then examine their reply and the information in your complaint file and, if necessary, may also speak to them. This will take up to 5 days from receiving their reply and the file.
Mr Nuno Mendes will then invite you to a meeting either face to face or by Telephone 07738 947176 to discuss and hopefully resolve your complaint.
Within two days of the meeting Nuno Mendes will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Nuno Mendes will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation.
At this stage, if you are still not satisfied you contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
If the complaint is not resolved to your satisfaction and you wish to involve an outside body, then you can contact the Financial Ombudsman Service.
The Financial Ombudsman can be contacted in the following ways:
Post – Exchange Tower, Harbour Exchange, London, E14 9SR
Website – https://www.financial-ombudsman.org.uk
Telephone – 0800 023 4567
In normal circumstances, the Financial Ombudsman expects you to allow us 8 weeks to try to resolve your complaint before contacting them, and complaints should be made within six months of the date of the conclusion of the Firm's complaints procedure.