0808 2 818 717

Complaints Procedure


1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. Confirmation of complaint details will be requested for clarification in writing and logged by the company.

2. 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. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you an electronic or written acknowledgement of your complaint within five business days of receipt. We will identify the person who will handle the complaint. Wherever practically possible, that person will not have been directly involved in the subject of the complaint, and will have the relevant authority to investigate and bring the complaint to a satisfactory outcome.

4. Within four working weeks of receiving a complaint, we will send you either a response which addresses the complaint to a satisfactory outcome or a holding response, which explains why we cannot yet resolve the complaint and also indicates when we will contact with you.

5. Within eight working weeks of receiving a complaint we will send you either. a response which addresses the complaint to a satisfactory outcome or explains why we are still not able to make a final response, giving reasons for the delay and indicating the timescale of when we will be able to provide a final response and you may refer the handling of the complaint to the Legal Ombudsman Service if you are dissatisfied with the delay.

6. Where we decide that compensation is appropriate, we will settle it for any acts or omissions for which we are responsible. We will comply with any offer of compensation which you accept. Compensation may not always be financial.

7. If we are unable to resolve your complaint then you can refer the matter to the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

Tel: 0300 555 0333 between 8.30am to 5.30pm
Minicom: 0300 555 1777

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landline and calls are recorded and may be used for training and monitoring purposes.

Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG

Do not send original documents to the Legal Ombudsman. They will scan any documents you send and then destroy the originals.

Contact Hallbrook Customer Services: 0115 8221 850 |

man on phone - complaints
The Parlimentary Review

Hallbrook feature in the 2017 edition of The Parlimentary Review which is available to view here.