Quaerens

Optional hands-on complaint assistance

Guided Support

If you do not want to manage the complaint process entirely yourself, a Quaerens case handler can help you organise the evidence, prepare the complaint, understand responses and identify the appropriate next complaint-stage step.

Request Guided SupportUse a Free Complaint Pack

Free or guided

Choose the level of help that suits you

Free Complaint Pack

You organise and manage the complaint yourself using a structured Quaerens tool. You download the material and submit it through the appropriate complaint route.

You do not need Guided Support to use a Quaerens Complaint Pack. Our self-service Complaint Packs remain free.

Guided Support

A Quaerens case handler provides hands-on assistance with the complaint process, evidence, correspondence and appropriate follow-up, within the agreed scope of the service.

It is for people who want more help than a template, downloadable letter or one-off document review.

How we help

Practical support through the complaint process

For applicable non-regulated complaint matters, Guided Support may include:

Build a clear complaint

  • Reviewing the information you provide
  • Reviewing and organising supporting evidence
  • Identifying important gaps
  • Helping establish a clear chronology
  • Preparing complaint correspondence
  • Identifying the appropriate recipient

Help with what happens next

  • Helping you understand responses
  • Organising additional evidence
  • Preparing appropriate follow-up correspondence
  • Helping with suitable complaint-stage escalation
  • Providing case-handler assistance through the supported process

No outcome is promised. The strength of a complaint depends on the facts, evidence, applicable rules and the organisation considering it.

How it works

From your information to the appropriate next step

  1. Tell us what happened. Explain the issue, who is involved and what has happened so far.
  2. Provide relevant information and evidence. Include the records available for your particular matter.
  3. We review and organise the matter. A case handler considers the information, chronology and supporting documents.
  4. We identify important gaps. We explain where more information or evidence may be needed.
  5. Complaint correspondence is prepared. The content is based on the information and evidence available.
  6. The complaint is sent or prepared for you to send. This depends on the complaint route and the authority in place.
  7. Responses can be reviewed. Your case handler can help explain the response and organise further evidence.
  8. Appropriate follow-up is considered. This may include further complaint correspondence or a complaint-stage escalation.
  9. Separate professional routes are explained where required. Regulated or legal work is not treated as ordinary Guided Support.

Sending your complaint

Where the complaint route permits and we have the necessary authority, we can prepare and send complaint correspondence on your behalf.

Some organisations require the consumer to submit directly. Where that applies, we can prepare the material for you to approve and submit through the required route.

What you still need to do

You remain involved. You may need to provide evidence, answer factual questions, approve correspondence, sign an authority, submit directly, respond to requests and decide whether to accept an offer or take a further step.

We will explain what is needed rather than claiming to “handle everything”.

Evidence first

What you need to provide

The evidence depends on the issue. It may include contracts, invoices, receipts, statements, emails or messages, photographs, previous complaints and responses, dates, relevant financial documents and other topic-specific records.

The stronger and more complete the information you provide, the better we can organise the complaint and identify what may need to be addressed.

Clear professional boundaries

Regulated or professional routes

Some matters involve activities that must be handled by an appropriately authorised or regulated professional. Where this applies, we will explain the available route and, where an appropriate arrangement is available, help you connect with the relevant regulated or authorised provider.

Any regulated claims-management or legal work is carried out by that provider. Guided Support does not itself mean legal representation, court representation or regulated claims-management work by Quaerens.

Fees

Any fee for Guided Support will be explained before you decide whether to proceed. The request form does not take payment.

Your free Complaint Pack remains available whether or not you choose Guided Support.

What Guided Support is not

  • A guarantee of compensation, settlement or success
  • Automatic legal or court representation
  • Automatic ombudsman representation
  • FCA-regulated claims management by Quaerens
  • Litigation funding
  • Permission for Quaerens to submit to every organisation

Your choice

Would you like hands-on complaint assistance?

Tell us about the matter and provide the information available. We will review the enquiry and explain the appropriate route without promising a particular outcome.

Request Guided SupportContinue with a Free Complaint Pack