Complaint
Procedure
Last updated 3 Jun 2026
Introduction
This document contains separate complaint procedures for:
- FCA-regulated claims management activities; and
- Claims activities that are not regulated by the Financial Conduct Authority.
Different rights and complaint escalation options may apply depending on the type of service provided.
Regulated Claims Management Activity
If your complaint relates to an FCA-regulated claims management activity carried out by Cavis Marketing Limited, your complaint will be handled in accordance with the Financial Conduct Authority's Dispute Resolution (DISP) rules.
Examples of regulated claims management activities include:
- Personal injury claims.
- Financial services and products claims.
- Housing disrepair claims.
- Employment-related claims.
If you have a complaint regarding regulated claims, please use the Regulated Claims Complaint Procedure.
Unregulated Claims Management Activity
If your complaint relates to an unregulated claims management activity carried out by Cavis Marketing Limited, your complaint will not be handled in accordance with the Financial Conduct Authority's Dispute Resolution (DISP) rules.
Examples of unregulated claims management activities include:
- Data Breach claims
- Flight Delay claims
- Business Energy Claims.
If you have a complaint regarding unregulated claims, please use the Unregulated Claims Complaint Procedure.
Regulated Claims Complaint Procedure
Our Commitment to You
We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, you have the right to make a complaint. We will handle all complaints fairly, promptly, and in line with the Financial Conduct Authority's (FCA's) Dispute Resolution rules (DISP).
Making a complaint will not affect your rights, your relationship with us, or any service you receive.
What Is a Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, about our services, actions, or lack of action, which alleges that you have suffered (or may suffer) financial loss, distress, or inconvenience.
How to Make a Complaint
You can complain free of charge using any of the following methods:
- Email: complaints@cavis.co.uk
- Post: Complaints, Cavis Marketing Limited, C/O Brabners LLP, 100 Barbirolli Square, Manchester, England, M2 3AB.
If you need help submitting your complaint, please contact us, and we will assist you.
What Information to Include (if available)
To help us investigate promptly, please provide:
- Your full name and contact details.
- A brief description of your complaint.
- Relevant dates and reference numbers (if any).
- What outcome you are seeking.
You can still complain if you do not have all this information.
Our Complaints Handling Process
Step 1: Acknowledgement
- We will acknowledge your complaint promptly, and no later than 5 business days after receipt.
Step 2: Investigation
- Your complaint will be investigated by an appropriately trained member of staff.
- We will assess the matter fairly, consistently, and impartially.
- We will keep you updated throughout our investigations.
Step 3: Final Response
- We will issue a final response within 8 weeks of receiving your complaint.
- Our final response will:
- Clearly explain our decision
- State whether the complaint is upheld or not
- Detail any remedial action or redress (where appropriate)
- Explain your right to refer the complaint to the Financial Ombudsman Service
If we cannot issue a final response within 8 weeks, we will write to you explaining the reasons for the delay and your right to refer the complaint to the Financial Ombudsman Service.
If You Are Not Satisfied – Financial Ombudsman Service
If you are unhappy with our final response, or if we have not issued one within 8 weeks, you may refer your complaint free of charge to the Financial Ombudsman Service (FOS).
You must do so within 6 months of the date of our final response letter.
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0800 023 4567 or 0300 123 9123
- Website: www.financial-ombudsman.org.uk
The FOS is an independent body set up to resolve disputes between consumers and FCA-authorised firms.
Our Regulatory Status
Cavis Marketing Limited is authorised and regulated by the Financial Conduct Authority to carry on claims management activity.
Accessibility and Vulnerability
We recognise that some consumers may be in vulnerable circumstances. If you need this procedure in an alternative format or require additional support when making a complaint, please let us know, and we will make reasonable adjustments.
Record Keeping and Continuous Improvement
We keep records of all complaints and use them to improve our services and controls, in line with FCA requirements.
Unregulated Claims Complaint Procedure
Our Commitment to You
We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, you have the right to make a complaint. We will handle all complaints fairly and promptly.
Making a complaint will not affect your rights, your relationship with us, or any service you receive.
What Is a Complaint?
A complaint is any expression of dissatisfaction, whether oral or written, about our services, actions, or lack of action, which alleges that you have suffered (or may suffer) financial loss, distress, or inconvenience.
How to Make a Complaint
You can complain free of charge using any of the following methods:
- Email: complaints@cavis.co.uk
- Post: Complaints, Cavis Marketing Limited, C/O Brabners LLP, 100 Barbirolli Square, Manchester, England, M2 3AB.
If you need help submitting your complaint, please contact us, and we will assist you.
What Information to Include (if available)
To help us investigate promptly, please provide:
- Your full name and contact details.
- A brief description of your complaint.
- Relevant dates and reference numbers (if any).
- What outcome you are seeking.
You can still complain if you do not have all this information.
Our Complaints Handling Process
Step 1: Acknowledgement
- We will acknowledge your complaint promptly, and no later than 5 business days after receipt.
Step 2: Investigation
- Your complaint will be investigated by an appropriately trained member of staff.
- We will assess the matter fairly, consistently, and impartially.
- We will keep you updated throughout our investigations.
Step 3: Final Response
- We will issue a final response within 8 weeks of receiving your complaint.
- Our final response will:
- Clearly explain our decision
- State whether the complaint is upheld or not
- Detail any remedial action or redress (where appropriate)
If we cannot issue a final response within 8 weeks, we will write to you explaining the reasons for the delay and when you can expect to receive a final response.
You will not have the right to refer your complaint to the Financial Ombudsman Service in relation to unregulated claims. Complaints relating solely to unregulated claims activities are generally outside the jurisdiction of the Financial Ombudsman Service.
Accessibility and Vulnerability
We recognise that some consumers may be in vulnerable circumstances. If you need this procedure in an alternative format or require additional support when making a complaint, please let us know, and we will make reasonable adjustments.
Record Keeping and Continuous Improvement
We keep records of all complaints and use them to improve our services and controls.
Updates to this Procedure
We may update this Procedure from time to time. The date at the top of this page indicates when it was last revised.