Complaints Procedure

All complaints, whether written or oral, must be reported to Compliance Officer of Keystone Legal Benefits in writing, by telephone, email or in person. The matter will be investigated impartially and the response will be to the client in writing.

Keystone Legal Benefits
Beaumont House
Auchinleck Way
Aldershot
Hampshire
GU11 1WT

Telephone: 01252 354100

Email: complaints@keystonelegal.co.uk

A client's complaint will be acknowledged in writing or by email within five business days of receipt, giving the name and job title of the individual handling the complaint, a copy of the Company's formal internal complaints procedure will also be provided.

A substantive reply will be provided within 8 weeks from receipt of the complaint. The reply will, if appropriate, offer a settlement or final response, which is expected to be acceptable to the complainant or alternatively, a holding response, which explains why it is not yet possible to resolve the complaint with indication when the company will make further contact. A copy of the ombudsman services standard explanatory leaflet will be included with this response.

Whatever the response, the complainant must also be informed that he may refer the handling of the complaint to the Financial Ombudsman Service if he is dissatisfied with the response or delay.

If the decision is made that redressing the situation is appropriate, the Company will provide the complainant with fair compensation for any acts or omissions for which it was responsible and comply with the offer of redress if the complainant accepts.

However, if the complainant rejects the offer of financial redress or an apology, an offer to redo the work or refund a fee, then the complaint needs to be forwarded to the Financial Ombudsman Service who can be contacted at the following address;

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:  0800 023 4567 Email:  complaint.info@financial-ombudsman.org.uk

If the complainant is not happy with the Company’s final or holding response, the complainant has up to six months to bring the complaint to the Financial Ombudsman Service

The Accident Claimline Ltd (Company Registration Number: 07733126) is an Appointed Representative of Keystone Legal Benefits Ltd (Company Registration Number: 02307623) who are authorised and regulated by the Financial Conduct Authority under Register Number 313653.

Registered Office: Chart House 2 Effingham Road Reigate Surrey RH2 7JN.