PPI in the News

Complaints Procedure

PPIClaimCo.org is a brand name of Oracle Legal Limited and refers potential claimants to our panel of appointed solicitors.

In  the unlikely event of complaints arising out of services provided by  our solicitors, your complaint will be forwarded to the relevant firm of  solicitors to be dealt with according to their own complaints handling  procedures which are subject to the principles of their Professional  Regulations.

At  Oracle Legal Limited 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
Lester House
21 Broad Street
Tel: 0800 840 7292
Email to: info@oraclelegal.co.uk

What happens next?

You  will receive a written or electronic acknowledgment 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 not yet in a position to  resolve the complaint and which will indicate when we will make further  contact with you.

Within eight 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 are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
57-60 High Street
Burton on Trent
DE14 1JS
Email: consumer@claimsregulation.gov.uk
Tel: 0845 450 6858

The  Regulator will only intervene once all steps of the company’s ‘in  house’ complaints procedure have been followed. The Regulator can review  the handling of the complaint and give a direction on further handling  of the complaint. However, the Regulator cannot determine a complaint or  award compensation.

We  reserve the right not to consider a complaint which is more than six  months old. We will confirm to you in writing whether a complaint has  been made outside the time limit.

Oracle  Legal Ltd is regulated by the Ministry of Justice in respect of  regulated claims management activities details available and recorded  at: http://www.claimsregulation.gov.uk.

Authorisation Number: CRM17936