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Complaints Procedure

Complaints Handling Procedure

Last Updated: October 2026

At house-claims.com, we are committed to providing an exceptional introductory and informational service to all council and housing association tenants. We acknowledge, however, that there may be occasions when our service does not meet your expectations. If you are dissatisfied with any aspect of our service, we want to hear about it so that we can address your concerns and improve our operations.

Please Note: This policy specifically covers complaints regarding the customer service, data handling, and introductory functions managed directly by house-claims.com. If your complaint relates to the active legal management, advice, or conduct of your appointed panel law firm, your complaint must be directed to that specific independent solicitor firm via their own internal complaints process.

How to Lodge a Complaint

You can formally submit a complaint to our customer care and compliance team through any of the following channels:

To help us investigate and resolve your issue as quickly as possible, please provide your full name, contact information, property postcode, and a detailed summary of your specific grievance.

Our Internal Resolution Timeline

We treat every complaint with absolute seriousness and manage grievances via a structured, time-bound protocol modeled after UK regulatory frameworks:

Step 1: Acknowledgment (Within 5 Working Days)
We will formally send an acknowledgment receipt of your complaint within five working days of receiving it. This notice will confirm who is investigating your case and provide you with a unique complaint file reference number.
Step 2: Core Investigation (Up to 4 Weeks)
Our compliance officer will conduct an independent review of your interaction records, database logs, and portal entry history. By the end of four weeks from receipt, we aim to either send you our Final Response or issue a holding update explaining why more time is required to conclude the investigation.
Step 3: Final Response (Maximum 8 Weeks)
In any event, by the end of eight weeks from the initial receipt of your complaint, we will issue our Final Response Letter. This document will detail our absolute findings, our decision regarding your complaint, and any remedial actions or resolutions offered.

Escalating Your Complaint Outside Our Platform

If you remain dissatisfied with our Final Response, or if we have failed to issue a Final Response letter within the mandatory 8-week period, you hold an absolute right to escalate your dispute to an independent public authority.

Depending on the specific regulatory classification of the introductory panel firm or service tied to your file track, you can escalate matters to the following bodies:

1. The Financial Ombudsman Service (FOS)

If your complaint relates to regulated claims management activities or introduction scopes governed under the Financial Conduct Authority (FCA), you can approach the Financial Ombudsman within six months of receiving our Final Response.

2. The Legal Ombudsman

If your dispute directly concerns the progression track or administrative handling of a legal case introduced by us to an SRA-regulated firm, you can ask the Legal Ombudsman to look into it:

Both alternative dispute resolution frameworks serve as entirely free, independent, and impartial services for UK consumers.