Last updated: 11 March 2026
We are committed to providing a high standard of service. However, if something goes wrong or you are unhappy with any aspect of our service, we want to know about it. We treat all complaints seriously and will work to resolve them as quickly and fairly as possible.
This complaints procedure is free to use and will not affect your claim.
You can make a complaint by contacting us through any of the following methods:
To help us investigate your complaint, please include:
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgement will confirm:
We will investigate your complaint thoroughly and aim to resolve it as quickly as possible. During the investigation, we may contact you for further information.
We will send you a final response within 8 weeks of receiving your complaint. Our final response will:
If we are unable to provide a final response within 8 weeks, we will write to you explaining the delay and give you an estimated date for our response. We will also inform you of your right to refer the complaint to the Financial Ombudsman Service.
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service. This service is free and independent.
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response.
If your complaint relates to the conduct of a legal professional involved in your claim, you may also be able to refer the matter to the Legal Ombudsman:
Jigsaw Claims Ltd is authorised and regulated by the Financial Conduct Authority (FCA) under firm reference number 912323 for regulated claims management activity. You can verify this on the FCA Register.
We are a claims management company. You can make a claim yourself for free without using our service. Outcomes are not guaranteed and the amount you may receive will depend on the circumstances of your claim.
If you have any questions about this complaints procedure, please contact us: