Complaints Procedure


The Financial Conduct Authority requires TTP Financial Compensation (‘the Firm’) to operate a Complaints   Handling Policy that enables the effective identification, investigation and resolution of customer complaints.

Principle 6 of the FCA’s Principles for Businesses requires the Firm to treat customers fairly. Part of the Firm’s commitment to treating customers fairly is to ensure that customers do not experience any post-sale   barriers such as experiencing difficulties in lodging complaints.

The FCA define a complaint as ‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial  loss, material distress or material inconvenience and relates to an activity of the Firm or any other organisation that the Firm has some connection to in marketing or providing financial services or products’.

In other words, a complaint is any expression of dissatisfaction about the provision of the Firm’s claims management activities,
whether justified or not.

Complaints may be made in writing, by email, by telephone or in any other form in respect of a claims management service that the Firm has provided. Customers making a complaint should use the following contact details:

Telephone: 0203 295 1150
Address: 118 Tudor Rd, Hampton, Middx, TW12 2NF
Email: info@ttp-financial.co.uk

The following complaints procedure is made available to every customer upon request, will be supplied upon receipt of a complaint and is published on the Firm’s website.

We strive to ensure that there should be no reason for customers to have any cause for complaint in relation to the service we provide. In the unlikely event that customers wish to raise a complaint or have any other concerns with regard to any service we have provided they may submit a formal complaint.

We will always attempt to resolve complaints as quickly as possible. We will aim to do this by close of business on the third working day following receipt of a complaint. If we are able to  agree a  resolution  within this time frame, we will follow up by letter or email, to confirm this and explain the next steps. If the resolution is accepted, this will conclude the complaint.

Should a further (or new) complaint arise from the same customer, or in the event that we are unable to resolve the complaint within three business days, it will be logged and dealt with as follows:

Where we need more time to resolve a complaint, or a formal written complaint is received, we will send a written or electronic acknowledgement to the customer within five business days, outlining our  understanding of the complaint points and identifying the individual handling the complaint. 

Wherever possible that individual will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

We will endeavour to issue a final written response to the complaint within eight weeks of initial receipt. 

The Firm’s ‘final response’, being a written response from the respondent which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action (appropriate redress will not always involve financial redress); or
(b) offers redress or remedial action without accepting the complaint; or
(c) rejects the complaint and gives reasons for doing so
and which:
(d) informs the complainant that if they are not satisfied with our response they may refer their complaint to the Claims Management Ombudsman by letter, email or

If a complaint is not resolved after eight weeks, we will explain why we are not in a position to make a final response and indicate when we expect to be able to provide one; or if dissatisfied with our final response,   complainants can refer the complaint to the Claims Management Ombudsman.
The Claims Management Ombudsman (CMO) is part of the Financial Ombudsman Service. They can help to resolve complaints between claims management firms and consumers in a fair and impartial way. They may investigate complaints up to six years from the date of the problem happening or within three years of the complainant becoming aware of the problem.

Complaints to the Claims Management Ombudsman must be submitted within six months of our final response to the complaint.

Their contact details are:

Claims Management Ombudsman
Exchange Tower
E14 9SR
Tel: 0800 023 4567
Web: cmc.financial-ombudsman.org.uk