Complaints Procedure

It is our policy to provide all our clients with a first class service, but it is possible that either through misunderstanding or an unknown drop in service standards you may feel that we are not providing the level of service you require. We anticipate that most problems will be resolved simply by you getting in touch with us. If, having done this, you remain unhappy about the problem, you may wish to make a more formal complaint.

How to make a complaint

If you have a complaint about the service provided by Elite Claims or Elite Money Management Ltd you can call in person or telephone the company. Alternatively you can send your complaint by post, fax or email. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints about Elite Claims or Elite Money Management Ltd should be addressed to:

Elite Money Management Ltd
Trident House
31-33 Dale STreet
L2 2HF

Tel: 0151 229 1003

What happens next?

We will acknowledge your complaint within 3 working days, giving you an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information from someone outside the company. If we expect there to be a delay beyond this 10 day period we will contact you to explain why. If, following our response you remain dissatisfied you may ask the Regulator to conduct an independent investigation into your complaint and how it has been handled.

The Regulators address is:

Claims Management Regulation
Monitoring and Compliance Unit
57-60 High Street
Burton upon Trent
DE14 1JS

Tel: 0845 450 6858
Fax: 0845 450 6866