Claims Management Companies - I wasn't kept updated about my claim

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Claims Management Companies (CMCs) should always keep you updated when they make progress with your claim.

This includes any offer of settlement (even if it’s not the one the claims manager is looking for) and when a statutory ombudsman’s decision has been received.

If you’re unhappy with a CMC, you can make a complaint via Resolver.

If you’re unable to find a resolution with the CMC within eight weeks (or if they don’t get back to you), you can consider escalating your case to the Claims Management Ombudsman.

They’ll consider your case and decide whether you’ve been treated fairly. If the Ombudsman decides the CMC has done something wrong, they’ll ask them to put things right.

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