We'll reply with a reference number and the name, phone number and email address of the lawyer, claims handler or other person dealing with your claim.
In some cases we may send your claim to external solicitors to handle on our behalf. In this case they will write to you with this information. From that point, please correspond with the person handling the claim, always remembering to quote your reference number.
We'll investigate any genuine claim against us and we try to resolve most claims without needing to start legal proceedings. In fact, the courts expect both parties to attempt to resolve disputes without going to court.
This is why we ask you to give full details of your claim and to allow us a reasonable time to investigate and negotiate before you start legal proceedings against us.