In this report we focus on the types and causes of complaints regarding claims management companies (CMCs). CMCs take up different types of claims on behalf of people in return for an upfront fee and/or a portion of any compensation paid if the claim is successful.
During the first six months since launching the CMC complaints service in January, the Legal Ombudsman was contacted almost 9,000 times – an average of 1500 contacts a month. We accepted 648 complaints for investigation, resolving 478 of these. More than half (53%) of the resolved complaints required a remedy to put things right for the customer.