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Complaints Procedure

Customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

Complaints may be made in writing to:

Customer Relations
Oracle Legal Ltd
9D Centurion Court,
Centurion Way,
PR25 3UQ

Tel: 0800 840 7290
Email address:

What happens next?

You will receive a written or electronic acknowledgement of your complaint within five business days of receipt, identifying the person who will be handling your complaint.

Within four weeks of receiving the complaint;

We will send you either;

a. a final response which adequately addresses the complaint.
b. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

The outcome.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.

What to do if you are not satisfied with our response.

If you remain unhappy after receiving our final response, you can have your complaint independently looked at by the Financial Ombudsman Service.

If you wish to refer your complaint to them, you can find all relevant details of how to do so by visiting their site:, 9D Centurion Court, Centurion Way, Farington, Leyland, PR25 3UQ

Email address: is a brand name of Oracle Legal Ltd and is regulated by the Financial Conduct Authority in respect of regulated claims management activities. Our FCA registration number is FRN 833918.