Complaints Procedure

The team at Retriever Claim strive to make the claims process as simple and straightforward for you as possible, but we understand that at times you may feel we have not quite lived up to your expectations. If there is any part of our service you are not 100% happy about, please let us know. Your feedback is important to us and helps ensure our service is as good as it can be.

If you feel we have let you down in any way, you can make a complaint using any of the following methods:

• By phone: 07546 874622 (Monday to Friday, 9am to 6pm)
• Email: hello@retrieverclaim.com
• Post: Retriever Claim, c/o Claim Simple Ltd, The Old Fuel Depot, Twemlow Lane, Holmes Chapel, Crewe, CW4 8GJ

Once we receive your complaint, we will contact you immediately to try and put things right. If we are unable to resolve it on first contact, we will write to you within 5 working days to acknowledge receipt of your complaint.

Your complaint will be dealt with within 8 weeks, during which time you will receive a final response from us. In the unlikely event that we are unable to provide a final response within this time, we may ask you for additional time to consider your complaint.

If you are not happy with our final response, or with any delays in the handling of your complaint, you are able to refer your complaint to the Claims Management Ombudsman using the details below:

• Email: complaint.info@financial-ombudsman.org.uk
• Website: cmc.financial-ombudsman.org.uk
• Phone: 0800 023 4567

Complaints about housing disrepair specifically

If your complaint relates to housing conditions and you are a social-housing tenant, you may also refer the matter to the Housing Ombudsman Service free of charge:

• Website: www.housing-ombudsman.org.uk
• Phone: 0300 111 3000

Complaints about a tenancy deposit dispute specifically

If your complaint relates to the handling of a tenancy deposit, the relevant tenancy deposit protection scheme operates a free alternative dispute resolution service: the Deposit Protection Service (DPS), the Tenancy Deposit Scheme (TDS), or MyDeposits.