Complaints Procedure

Reasonable Adjustments — Accessibility of the Complaints Process

We are committed to ensuring our complaints process is accessible to everyone, including disabled customers and customers in vulnerable circumstances (as defined under the FCA’s Vulnerable Customer Guidance FG21/1).

If you would like to make a complaint and need any of the following adjustments, please let us know and we will accommodate your request:

• Receiving correspondence in large print or in a plain-text email rather than HTML
• Receiving correspondence in easy-read format
• Communication by telephone call-back if you cannot use the form or email
• British Sign Language (BSL) interpretation, where reasonably practical
• Communication via a nominated representative, family member or carer
• Additional time to respond to our correspondence, where you would find this helpful
• Any other reasonable adjustment that would help you engage with the complaints process

To request any of these adjustments, please contact complaints@mayiclaim.co.uk, telephone 0800 756 7774, or write to us at the registered address. There is no time limit on requesting an adjustment — you can ask at any point during the complaints process.

This commitment to reasonable adjustments is made under the Equality Act 2010 (sections 20–21 and Schedule 2) and under the FCA Vulnerable Customer Guidance FG21/1.