Complaints Procedure

Last updated: September 2025

Our Commitment

At PCP Claim UK, we take great pride in maintaining a high standard of service for all our clients. However, we recognise that there may be instances where expectations are not met. Our commitment is to handle complaints fairly, promptly, and consistently. While our primary goal is to resolve issues at the initial point of contact, should this not be possible, the following procedure outlines how you can submit a complaint to us.

How to Make a Complaint

Step 1: Contact Us Directly

Email: office@chasemonroclaims.co.uk

Post:

Customer Care

Chase Monro Claims

5 Glenn Building South 10 A Moor Lane

Crosby, Liverpool

L23 2UN

For a more efficient process, kindly provide detailed information, including your preferred resolution for the issue.

Our Response Times

We will acknowledge receipt of your complaint within 7 working days.

Within 8 weeks, you will receive either:

A final response adequately addressing your complaint; or
An update explaining why a final response is still pending, along with an estimated timeframe. You will also be informed of your right to escalate the matter to the Financial Ombudsman Service if you are dissatisfied with the delay. The communication will include details on how to contact the Financial Ombudsman Service.

Redress

If redress is deemed appropriate, fair compensation will be provided. Redress may not always be monetary but could involve an alternative form of resolution or an apology.

Escalating Your Complaint

Should you remain dissatisfied with our response or if the complaint remains unresolved after eight weeks from acknowledgment, you may escalate your complaint to the Financial Ombudsman Service at no cost, provided you do so within six months of receiving our final response letter.

Failure to refer your complaint within this timeframe may limit the Ombudsman's ability to consider it, unless exceptional circumstances apply.

Financial Ombudsman Service

For inquiries, the Financial Ombudsman Service can be reached at:

Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Last updated: September 2025

PCP Claim UK is a trading style of Chase Monro Claims Ltd. Chase Monro Claims is registered in England and Wales. Registered number: 08314551. Registered office: 5 Glenn Building South 10 A Moor Lane, Crosby, Liverpool, England, L23 2UN. Chase Monro Claims Ltd is a claims management company authorised and regulated by the Financial Conduct Authority for regulated claims management activities. Firm Reference Number: 831404.

You can claim for free without using a claims management company by contacting your lender directly. If your complaint isn't successful, you can refer it to the Financial Ombudsman Service for free.

For more information on the FCA's car finance investigation, visit the FCA website.

PCP Claim UK does not charge customers for its free eligibility check service.

In successful cases, Chase Monro Claims Ltd charges fees of 18% to 36% (including VAT). A success fee will be deducted from each successful claim. If you cancel your claim after the 14-day cooling-off period, you may be charged for any work undertaken at the rate of £139 - £282 per hour plus disbursements.

Chase Monro Claims may refer your claim to a firm of solicitors. If we do we will receive a referral fee from the solicitors for doing so. In successful cases, your solicitor will charge a success fee of 18% to 36% including VAT. This success fee will be deducted from each successful claim. If you cancel your engagement with the solicitor after the 14 day cooling off period, you may be charged for any work undertaken. These charges will be applied at the solicitor's normal hourly rates and will be in line with the SRA guideline hourly rates which can be found here: here. You will be provided with an invoice detailing the work undertaken, by whom and the amount of time spent on each task.