Complaints Procedure for Park Home Claim Limited

Last Updated: January 2026

Introduction

Park Home Claim Limited is committed to providing the highest possible standard of customer service on every occasion. We acknowledge, however, that occasionally our service may not meet the elevated expectations we establish for ourselves. In such uncommon situations, we will respond swiftly to address the issue directly with the client and to apply any insights gained to enhance our future offerings.

Making a Complaint

We appreciate that raising a complaint can be challenging for clients, particularly in intricate situations where they depend on the company's specialised knowledge. Please be assured that we will always treat any issue you bring to our attention with seriousness, handling it efficiently, respectfully, and transparently.

You may lodge a complaint regarding any element of our service by emailing our customer services team at complaints@parkhomeclaim.co.uk or by sending written correspondence to:

Park Home Claim Limited

The Atrium,Ground Floor,18-20 Frederick Street,Birmingham,B1 3HE,

What Complaints Can We Address?

We are able to handle complaints solely related to the services we have delivered to you or any representations we have made that may have influenced your decision to engage our services or enter into an agreement with us. This process does not cover general information we may publish that falls under our data protection policy, such as details about operators within the park home sector. Although we will endeavour to review any anonymous complaints received, supplying comprehensive information enables a more thorough investigation.

How We Handle Your Complaint

Upon receipt of a complaint, we will record it on the associated client file and assign it to a senior team member for review. We will confirm receipt of your complaint within 5 working days, providing the complete contact information of the individual responsible for the investigation.

Our goal is to finalise the review within 28 days. Should we require additional time in exceptional cases, we will keep you informed of developments at intervals of no more than 28 days. If we are unable to resolve the issue to your full satisfaction, we will issue a detailed written response explaining our position on why we consider the complaint unfounded.

What Options Are Available If a Satisfactory Outcome Cannot Be Reached?

We strive to achieve a resolution that meets your expectations, but there may be rare instances where this is not achievable. In these circumstances, as a client, you retain further recourse options:

You may approach an independent advice organisation for assistance in pursuing a resolution. We will cooperate fully with any such body assisting you, in line with the principles of this procedure.Organisations such as Citizens Advice provide free guidance and may help facilitate discussions.Specialist support for park home matters can often be sought from consumer protection groups or relevant trade associations.If the complaint involves the conduct or professional standards of a member of our team, it may be appropriate to refer the matter to an applicable regulatory authority or ombudsman, such as The Property Ombudsman (where relevant to property-related services) or the Financial Ombudsman Service (if involving financial advice aspects). Should this apply, we will notify you and supply the necessary contact information in our final response.With mutual consent, the parties may opt for an independent arbitration or mediation service. We view this as a preferable, cost-effective, and efficient alternative to litigation for clients. We will abide by the decision of any agreed independent arbitration process, subject to standard rights of review.