Complaints

SJP Claim Specialists is a trading style of Direct Redress Limited.

At Direct Redress Limited, our aim is to deliver a first class service to you, our valued customer, by upholding the highest standards.

You can make a complaint by phone, in writing, or by e-mail in respect of a claims management service that we have provided and that is regulated under the Financial Markets and Services Act 2000.

In writing: Direct Redress Limited, Booths Park 5, Chelford Road, Knutsford, WA16 8GS.
By email: clients@directredress.com
By phone: 01565 364 357

In the unfortunate event that you wish to make a complaint, these are the steps we will take:

• We will send you an acknowledgement letter within five working days of receipt of your complaint.
• Within four weeks of receiving your complaint we will send you either:
  • A final response; or
  • A holding response, explaining why we are not yet in a position to resolve your complaint and advise when we will make further contact (this will be no later than eight weeks of receipt of the complaint).


• Within eight weeks of receiving your complaint we will send you either:
  • A final response; or
  • A response which:
    • Explains the reasoning why we are still not in a position to make a final decision and indicate when we expect to be able to provide a final response.
    • Inform you that you may refer the handling of the complaint to the Claims Management Ombudsman (a part of the Financial Ombudsman Service) if you remain dissatisfied.

Where we conclude that redress is appropriate, we will outline exactly what form this redress will take. Redress does not always mean financial Redress.

The letter will also outline that if you are not satisfied with our response then you may refer your complaint to the Claims Management Ombudsman by letter, email or telephone.

The Ombudsman can be contacted at:

Claims Management Ombudsman, Exchange Tower, Harbour Exchange, London, E14 9SR
Website: https://cmc.financial-ombudsman.org.uk/
Telephone: 0800 023 4567