Timescales
Hathi Claims will send a written acknowledgment of the complaint within five working days of receipt providing the name of the individual handling the complaint for the business together with a copy of this Complaints Procedure.

Within 4 weeks of receipt of the complaint Hathi Claims will send either:
(a) a final response; or
(b) a holding response explaining why the office holder is not yet in a position to resolve the complaint and indicating a timescale for further contact
By the end of 8 weeks from receipt of the complaint Hathi Claims will send either:
(a) a final response; or
(b) a response with a further explanation of the delay and inform the Complainant that he or she may refer the handling of the complaint to the Legal Ombudsman if the delay is unacceptable to the Complainant

Exclusions
Hathi Claims may decline to consider a complaint that is made more than six months after the Complainant became aware of the cause of the complaint.

 Legal Ombudsman
At the point of response or in event that the complaint is not resolved within the eight week period stated above the Complainant is entitled to refer the complaint to the Legal Ombudsman who can be contacted at:
Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

 Office:
Hathi Claims Ltd Unit 1 Rear of 153 Hertford Road Enfield EN3 5JG.       
Company Registered in England Registration Number: 6486279

Registered Office:
46 The Ridgeway, North Harrow, Middlesex HA2 7QN

Hathi Claims Ltd is regulated by the Claims Management Regulator in respect of regulated claims management activities CRM11796 its registration is recorded on the website www.claimsregulation.gov.uk