Complaints Handling Policy – UK OSCM LTD

At UK OSCM LTD, we are committed to delivering a high standard of service to all our clients and partners. If something goes wrong, we encourage you to let us know. Your feedback allows us to improve and maintain the quality of our services.

How to Make a Complaint

If you are dissatisfied with any part of our service, please contact us as soon as possible. You can raise a complaint by:

📧 Email: info@osclaims.co.uk

📞 Phone: 0203 051 9227

📍 Post: UK OSCM LTD, 100c Crown House, North Circular Road, London, NW10 7PN

We will acknowledge and address your complaint in accordance with the steps below. We aim to resolve all complaints within 8 weeks.

Our Complaints Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days, confirming we have received it and outlining our complaints procedure.

Step 2: Investigation

Your complaint will be assigned to a senior member of our team (usually our Client Relations Manager), who will:

1: Review the details of your complaint

2: Examine any relevant documentation or communication

3: Speak with the staff member(s) involved (if applicable)

Step 3: Initial Response

We will contact you (by email or phone) to:

1: Explain how we intend to resolve the issue

2: Discuss any outcomes you are seeking

3: Clarify next steps and timelines

This will typically happen within 10 working days of our initial acknowledgment.

Step 4: Formal Outcome

Within 3 working days of the above discussion, we will confirm in writing:

1: What was discussed

2: Any actions or remedies agreed

3: What steps we will take moving forward

If You Are Not Satisfied

If you are not satisfied with our response or the proposed resolution, you may request a further review. This will be handled by a different manager or someone not previously involved in the matter, to ensure a fair and independent review.

We will provide a final written response within 14 days of your request for a review. This will include:

1: Our final position

2: A clear explanation of our reasoning

3: Any further actions (if any)

Final Steps

If you remain dissatisfied after our final response, you are welcome to contact us again to speak directly with our management team by calling 0203 051 9227

Contact Information

UK OSCM LTD
📍 100c Crown House, North Circular Road, London, NW10 7PN
📧 Email: info@osclaims.co.uk
📞 Phone: 0203 051 9227
🌐 Website: www.osclaims.co.uk