Complaints Policy

My Housing Claim are a claims management firm that specialise in financial mis-selling and contract breaches. Their business model revolves around the generation of clients wishing to seek possible redress for the number of claim area that My Housing Claim are able to assist with.

My Housing Claim generate clientele and complete any initial assessments required to allow the client a clear and concise understanding as to whether they are likely to meet the criteria set by any solicitors My Housing Claim are contracted with.

Best Practice

My Housing Claim operates in accordance with the advertising rules/standards that the main regulators set forth, the regulators are but not limited to:

  • Financial Conduct Authority (FCA)
  • Trading Standards
  • Advertising Standards Agency (ASA)

The client journey is explained from the start however at any point the client can request a personalised expected journey should they wish, this will detail the steps we expect their claim/case to take.

My Housing Claim will conduct checks to ensure that clients seeking assistance in making a claim via any marketing have their information assessed and validated to ensure that:

  • They meet criteria for the solicitor
  • The information given is correct and complete
  • The client is not fictious

Once a client has requested assistance their claim will be subject to the above checks upon completion of the checks the client will be provided with a explanation of what steps are due to be taken now.

Upon completion of these assessments if required, an independent expert witness will be instructed to conduct a report.

When the case is ready to be instructed to a solicitor the client will be informed that an external firm has been put forward and it is in our understanding this would be best for that client. The client would then be required to move forward with that firm and My Housing Claim responsibilities would be limited from that point.

Complaints

Should a client be unhappy with any of our marketing materials or advertising they are requested to make a complaint to our marketing division:

My Housing Claim

39 Speakers House, Deansgate, Manchester, M3 2BA

Or by email to  complaints@matchmelegal.com

The client should expect an acknowledgment of complaint within 72 hours with an expected complaint conclusion timeframe of within 8 weeks, at week 4 the client should expect an update as to where the investigations are up to.

If you are unhappy with the outcome of our investigation you may take up your complaint with the Financial Ombudsman, at the conclusion of our consideration of your complaint. The Ombudsman is not able to consider your complaint until it has first been investigated by My Housing Claim. Please note that the Financial Ombudsman has a twelve-month time limit from the date of the act or omission about which you are complaining within which to make your complaint. You can write to the Financial Ombudsman at:

Exchange Tower

Harbour Exchange

London

E14 9SR

Telephone number: 0800 023 4567

Match Me Legal Limited. Registered Office: Suite F14, Northwick Business Centre, Northwick, Cheshire, CW9 5BF. Company Registration number: 09948730. Match Me Legal Limited is authorised and regulated by the Financial Conduct Authority for regulated claims management services. Our firm’s permission reference number is 838981. You can check this on Financial Services Register at: register.fca.org.uk

You are under no obligation to make a claim using a claims management company. You may be able to make a complaint to the Financial Ombudsman Service or Financial Service Compensation Scheme, without using our services and without paying a fee.