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Complaints procedure

Tell us if something has gone wrong.

We want to understand concerns, put things right where we can and learn from your experience. Making a complaint will not affect how we handle an active claim.

Last updated: 12 August 2026

Post

Complaints Team,
Absolute Tech Solutions Ltd,
7-9 Macon Court,
Crewe, Cheshire,
United Kingdom, CW1 6EA

Please tell us what to include

  • Your name and contact details
  • Your Money Back Hero reference number, if available
  • What happened and when
  • What you would like us to do to put matters right
  1. 1

    We record and acknowledge the complaint

    If it cannot be resolved by the close of the third business day, we will send a written acknowledgement.

  2. 2

    We investigate fairly

    We may ask for more information and will keep you informed where appropriate.

  3. 3

    We send our outcome

    We aim to issue a final response within eight weeks. If we cannot, we will explain the delay and your escalation rights.

If you remain unhappy

If you are dissatisfied with our final response, or eight weeks have passed without a final response, you may be able to refer the complaint to the Financial Ombudsman Service, which handles complaints about claims management companies through the Claims Management Ombudsman. The service is free to consumers.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
financial-ombudsman.org.uk0800 023 4567

Compliance review: The final published wording must match the firm's FCA status, permissions and final-response letter requirements. Add a reference number and authorisation wording only after they have been verified by compliance.

Data-protection complaints

For concerns about the use of personal information, contact us first. You may also complain to the Information Commissioner's Office.