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Complaints Procedure

Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us

You can make a complaint verbally or in writing:

Letter - Belmont Thornton, Suite 2, Unit 25, The Coda Centre, Munster Road, London, SW6 6AW

Telephone - 0207 471 2000

Email - complaints@ppiclaimcompany.co.uk

Acknowledging your complaint

We will send an acknowledgement within 5 business days from receipt of your complaint.

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

Investigating your complaint

Your complaint will be investigated by the customer services manager and overseen by the compliance officer. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.

If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.

Informing you of our decision

We will write to you with a full account of our investigation and our decision.

If you remain unhappy...

Our final response will include details of your options if you are not happy with the outcome of the investigation, or we have been unable to reach a decision within the timescales given.

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 Regulation Unit
57-60 High Street
Burton On Trent
Staffordshire
DE14 1JS
consumer@claimsregulation.gov.uk
Tel: 0845 450 6858 or 01283 233309

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Belmont Thornton Limited is regulated by the Claims Management Regulator in respect of regulated claims management activities; our registration is recorded on the website www.justice.gov.uk/claims-regulation number 18273

Belmont Thornton Limited is incorporated in England and Wales, Company number 6621233, whose head office and registered office is at Suite 2, Unit 25, The Coda Centre, Munster Road, London, SW6 6AW. VAT Registration number 945 3375 06.

Belmont Thornton Limited is registered with the Information Commissioners Office. Registration number Z1728023 and holds a Credit Consumer License issued by the Office of Fair Trading license number 634655.

Please note that calls may be monitored for the purposes of staff training.

* Belmont Thornton operates on a "No Win No Fee" basis. This means that there are no upfront costs to pay. Our fee only becomes payable on a successful outcome of a claim. A cancellation fee is payable if you decide that having instructed Belmont Thornton to act on your behalf, and after 14 days of signing your Letter of Authority, you do not wish to continue pursuing your claim with us. The cancellation fee is the reasonable costs incurred for the work undertaken. Please see our terms of engagement.

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