Complaints Procedure

We want to give you the best possible service however, if at any point you become unhappy with the service our company has provided to you or concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

Step One: Making a Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns. We can be contacted as follows:

Valley Claims Management, Trading as Moneyback PPI
Television House
269 Field End Road

Telephone: 020 8429 4850

Step Two: Acknowledging Your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally

Step Three: Investigating Your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation.

We may ask you to submit copies of documentation to help us with our investigation.

Step Four: Keeping You Informed.

If we have not been able to resolve your complaint within four weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving Your Complaint.

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six: If You Are Still Unsatisfied.

We have eight weeks to consider your complaint. You must have tried resolving you complaint with us first but if we are unable to help you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from Claims Management Companies.

Their time limits for investigating complaints are: 1 Within six months of receiving a final response to your complaint; and 2 Six years from the date of act/omission; or 3 Three years from when you should reasonably have known there was cause for complaint (if the act took place more than six years ago). The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.

If you would like more information about the Legal Ombudsman their contact details are as follows:


Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls. Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777


Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.