How do I make a complaint about a Claims Management Company (CMC) I’ve used to handle my PPI complaint?

You can complain to 1 of 2 organisations, depending on the nature of your complaint. Both organisations are independent and there are no charges for making complaints.

Poor service

Complaints about poor service should be made to the Legal Ombudsman – poor service could be the result of your complaint or the fees you’ve been charged. 

You’ll need to have lodged a complaint with the CMC before you can submit a complaint to the Legal Ombudsman – its website gives clear details on the process, but as a guide you’ll need to:

  • Ask the CMC how to make a complaint and follow its procedure
  • Contact the Legal Ombudsman if you’re not happy with the CMC’s response, and the CMC states its response is final

You can also ask the Legal Ombudsman to investigate if the CMC fails to respond to your complaint within 8 weeks.

You can contact the Legal Ombudsman on 0300 555 0333 or by email at enquiries@legalombudsman.org.uk.

Poor conduct

If your complaint is about poor conduct, contact the Claims Management Regulator – poor conduct could include breaking the conduct rules for claims companies, issuing unsolicited calls and text messages or not being properly registered.