Making a complaint (as a consumer)

At Caven, we aim to provide the highest standards of service. However, there may be occasions when you feel that we have failed to meet your expectations. We want the opportunity to put things right for you as quickly as we can and take steps, where appropriate, to make sure that any mistakes don't happen again.

Our internal complaints process

If at any time you have cause for complaint, the first step is to contact the relevant manager by This email address is being protected from spambots. You need JavaScript enabled to view it.or by phone on 020 8971 8370.

We will acknowledge your complaint within two working days of receipt and will provide a detailed response within 10 working days of the acknowledgement. Some complaints may take longer to process, but we will keep you informed of this, the reasons for the delay and any revised time scales.

We will aim to resolve your complaint at this stage, and we hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.

If you remain unhappy with the response provided, you can ask for your complaint to be reviewed by the head of the department. They will look at any additional concerns you have and a response will be provided using the same timescales as above.

We treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion. However, if you are still not satisfied with our response, or a complaint is not resolved after eight weeks, and your complaint relates to our claims management service, you can refer the complaint to:

Claims Management Regulation Unit
57-60 High Street
Burton upon Trent
DE14 1JS

This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 0845 450 6858

The Regulator will look to review the handling of the complaint and will be able to provide direction on the further handling of the complaint. However, the Regulator cannot determine a complaint or award any compensation.

Important information

For [selected AoL] law, solicitors will charge a minimum fee of £250 to provide an initial consultation and written opinion on your case. We have a number of recommended law firms in our network who could provide this service to you at the most competitive price. If you would like to proceed, click ‘Paid advice’ below and one of our advisors will call you on a free-of-charge basis to discuss this further with you.