UCA is a customer focused business and we work to a policy of continuous improvement within client care and service. We take complaints very seriously and strive to deal with them appropriately and in line with our internal complaints procedure, geared at resolving complaints efficiently.
I wish to make a complaint. Who do I contact?
Please direct any complaint to:
UCA Services Limited
Millbrook Business Centre
What will happen next
We will issue an acknowledgement of your complaint by post within 5 working days of receipt. Our customer services department will investigate your complaint and a response will be issued within 4 weeks. If redress is considered appropriate, we will provide you with a fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.
What can I do if I am unhappy with the response?
If you feel that your complaint has not been resolved satisfactorily please contact us explaining why and ask for a further review.
What will happen next?
Our claims manager will review your complaint and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.
Who can I write to if I remain dissatisfied?
If after receiving a final response you still believe your complaint to be unresolved, you may refer your compliant to the Claims Management Regulator, the Ministry of Justice.
The regulator will only intervene once all steps of the company’s in house complaints procedure have been followed. The regulator can review the handling of the compliant and give direction on further handling of the complaint. However, he cannot determine complaint or award compensation.
Claims Management Regulator
57 – 60 High Street
Burton on Trent