Complaints Procedure

Complaints Procedure

At Oracle Legal Limited customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

Complaints may be made in writing to:

Customer Relations
Oracle Legal Ltd
9D Centurion Court,
Centurion Way,
PR25 3UQ

or by telephone on: 0800 840 7292

or by e-mail to:


What happens next?

If you are unhappy with our service, you can log a complaint with us as follows:

  • Give us a call and we can discuss the issue
  • Submit a written complaint via email
  • Write into us to: Customer Service Manager, Oracle Legal Ltd, 9D Centurion Court, Centurion Way, Farington, Leyland, PR25 3UQ


How will we correspond with you?

We will acknowledge your complaint to you within five business days of receipt, in line industry regulations outlining how we will be handling the matter.

We will then investigate your points raised and come back to you in writing within 8 weeks of the original received date of complaint. We will endeavour however to come back to you before that time wherever possible.

Our final response issued to you with our findings will include any action(s) we deem reasonable and just to bring the matter to a mutually acceptable conclusion. We remain happy at all times however to discuss your thoughts on any correspondence sent to you in relation to your complaint.


Once we have issued our final response, should we not have heard back from you within the subsequent 28 days, we will assume you accept our findings.


What to do if you are not satisfied with our response.

If you remain unhappy after receiving our final response, you can have your complaint independently looked at by the Financial Ombudsman Service.

If you wish to refer your complaint to them, you can find all relevant details of how to do so by visiting their site:

Oracle Legal Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management services; Authorisation Number: FRN 833918


MARCH 23RD 2020

At this time we are continuing business as usual however our team will now largely be working from home. This limits our phone contact availability. Customer support remains available Monday to Friday but please email in to with your query. We aim to get back to you within 48 hours. On receipt of PPI refunds our fees remain payable and can be paid via our website or via BACS. We are also working on some other areas of potential claim for you in connection with your PPI and will be in touch shortly where applicable to present this to you.

IMPORTANT:The last day we can accept a new claim is Friday 23rd August – midday – to ensure the paperwork is properly processed and lodged with your lender before the cut-off time.