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Complaints Procedure

Real Time Claims Limited takes customer satisfaction very seriously. Should you have the need to make a complaint,it will be dealt with promptly and professionally according to our internal complaints procedures.

How can I make a complaint?

You may complain to:-

Real Time Claims Limited
Generator Studios
Trafalgar Street
Newcastle upon Tyne

Tel. 0191 466 1120

Complaints can also be submitted via our contact us form

What happens next?

Our customer relations department will acknowledge your complaint within 5 days. We aim to fully investigate and respond to your concerns within 4 weeks. If this is not possible, we will write to you to explain why we are not yet in a position to resolve the complaint. We will then write to you again within 8 weeks of receipt of your complaint with either a full response or advising you that we are still unable to resolve your complaint. At this stage (after 8 weeks) you then have the right to refer your complaint to the regulator if you are not satisfied with the delay. Their address details are below.

If 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.

We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.

I'm not satisfied with the response… What can I do?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Ombudsman. You can do this through the following methods of contact:

Claims Management Ombudsman,
Exchange Tower,
London, E14 9SR

Tel. 0800 023 4567