How to raise a concern or complaint.

1. What this procedure covers

ClaimSaveUK is a trading name of Cambridge Corporate Consultants, 65 Church Street, Harston, Cambridge CB22 7NP. Cambridge Corporate Consultants is the FCA-regulated business behind the regulated ClaimSaveUK claims journey (FCA FRN 124851; ICO ZB224521). This procedure covers complaints about ClaimSaveUK's claims-management activity, customer service, website communications, eligibility/referral journey and the way Cambridge Corporate Consultants handles information within that service.

2. Complaints about a receiving partner's service

Individual claims may be introduced or transferred to a separate FCA-authorised or SRA-regulated specialist firm. Once that firm accepts the matter, it is responsible for the regulated or legal service it provides and for its own complaints process. ClaimSaveUK displays the proposed receiving firm's identity, applicable FCA Firm Reference Number and/or SRA number and complaints route before transfer. If a complaint concerns the receiving firm's conduct after transfer, we will identify the relevant firm and, where lawful and appropriate, help route the complaint to it.

3. How to complain to ClaimSaveUK

Please write to Cambridge Corporate Consultants, trading as ClaimSaveUK, 65 Church Street, Harston, Cambridge CB22 7NP, or use the contact route on this website. Include your name, contact details, customer/claim reference if you have one, what happened, when it happened, which receiving partner was involved (if any), and what you would like us to do to resolve the matter. Making a complaint is free.

4. What happens next

We will record the complaint, acknowledge it as soon as reasonably practicable, investigate the relevant records and provide a clear response. Where a complaint concerns both ClaimSaveUK and a receiving partner, the issues may be separated so that each regulated firm considers the part for which it is responsible. Where appropriate and lawful, we may forward relevant information to the receiving partner and tell you that we have done so.

5. Outcome and escalation

Our response will explain our findings, any remedial action and any external escalation rights that apply to the complaint. Complaints about Cambridge Corporate Consultants' FCA-regulated claims-management activity must be handled under the complaints requirements applicable to that regulated activity, including any Financial Ombudsman Service rights that apply. Complaints about an SRA-regulated receiving firm's legal service are subject to that firm's complaints process and applicable Legal Ombudsman/SRA routes. The relevant final response should explain the applicable route and time limits.

6. Data-protection complaints

If your complaint concerns use of personal information by ClaimSaveUK/Cambridge Corporate Consultants, we will also consider it under our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ICO). If the issue concerns processing by a separate receiving partner after transfer, that partner's privacy and complaint information will also apply.

7. Records and improvement

We keep appropriate complaint records to investigate issues, identify recurring problems and improve the service. Complaint information is handled in accordance with our Privacy Policy and applicable legal and regulatory retention requirements.

8. Partner standards

Before a receiving partner is made available in a live claims journey, ClaimSaveUK should verify the partner's identity, current regulatory status and relevant permissions against the applicable official register and record the required disclosure, privacy and complaints information. Partner-supplied licence or reference numbers must not be treated as verified merely because they were entered into the partner portal.