Complaints Policy

Complaints Policy – Adlinx Ltd
Effective Date: January 2025
Version: 1.0

1. Purpose and Commitment
   At Adlinx Ltd, we are committed to delivering high-quality services to all our clients. We
   recognise that, on occasion, things may go wrong. This Complaints Policy sets out how
   clients can raise concerns and how we handle complaints fairly, transparently, and in
   accordance with FCA requirements and the Complaints Handling Rules under the Financial
   Services and Markets Act 2000.
2. Scope of the Policy
   This policy applies to:

• All clients who engage our claims management services.
• Any individual who has directly received a service from us.
• Complaints received via email, phone, post, or in-person.
  A complaint is defined as:
  “Any oral or written expression of dissatisfaction, whether justified or not, from or on
  behalf of a person about the provision of, or failure to provide, a claims management
  service.”

1. How to Make a Complaint
   Complaints can be made in the following ways:

• Email: info@adlinx.co.uk
• Phone: 0161 519 0454
• Post: Complaints Department, Adlinx Ltd, Worsley Golf Club Business Centre, Stableford
  Avenue, Monton, M30 8AP
  Please include your full name, reference number (if applicable), a description of your
  complaint, and your preferred contact method.

1. Our Complaints Process
   Upon receiving a complaint, we will:
2. Acknowledge the complaint within 3 business days.
3. Investigate the complaint thoroughly and impartially.
4. Provide a Final Response within 8 weeks from the date we received the complaint.

• This response will include a summary of findings and our decision.
• If compensation or redress is appropriate, we will outline the amount and rationale.

1. If we are unable to issue a final response within 8 weeks, we will explain why and inform
   you of your right to escalate the matter.
2. Your Right to Escalate
   If you are dissatisfied with our final response or we have not responded within 8 weeks,
   you can escalate your complaint to:
   Financial Ombudsman Service (FOS)

• Website: https://www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Email: complaint.info@financial-ombudsman.org.uk
• Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  You must refer your complaint to the FOS within 6 months of our final response.

1. Recording and Monitoring

• All complaints are recorded in our Complaints Register.
• We regularly review complaint trends to improve services.
• Root cause analysis is performed on upheld complaints.
• We report complaints data to the FCA as required.

1. Staff Responsibilities and Training

• All staff are trained to recognise and handle complaints effectively.
• Frontline staff are empowered to resolve issues promptly where possible.
• Escalated complaints are managed by the Complaints Manager or Compliance Officer.

1. Confidentiality and Non-Retaliation

• All complaints are handled with strict confidentiality.
• Making a complaint will never affect the quality or availability of our services.

1. Policy Review
   This policy is reviewed annually or upon changes to relevant rules or regulatory
   expectations.
2. Contact
   Complaints Manager
   Michele Oldfield
   info@adlinx.co.uk