Concept Claim Solutions is a specialist network of FCA-authorised and regulated loss assessors supporting homeowners and businesses with residential and commercial property insurance claims.

Acting exclusively on behalf of the policyholder, franchisees manage the entire claims process from initial damage assessment through to final settlement, negotiating directly with insurers to ensure customers receive everything they are entitled to under the terms of their policy.

They also oversee repair and reinstatement works, coordinating contractors and managing projects through to completion to restore properties to their pre-damage condition quickly and efficiently.

By providing both expert loss assessing and repair management, Concept Claim Solutions franchisees offer customers a single trusted point of contact during what can often be a stressful and disruptive experience. The focus is on delivering reassurance, clear communication and practical support every step of the way, helping customers navigate the insurance process with confidence and peace of mind.

For Paul Cheetham, customer service is not a business strategy. It is a way of life.

Long before joining Concept Claim Solutions in August 2023, Paul had built his reputation around helping people. Raised in a family that owned and operated five local convenience stores, he learned from an early age that success comes from trust, integrity and putting people first.

When both of his parents sadly passed away while he was still a young man, Paul stepped into the family business alongside his uncle and continued serving the local community. Those experiences shaped the values that continue to define him today. Several elderly customers who had relied on him for years still receive support from him today.

Patsy, one of those customers, explains the impact Paul continues to have:

“Even after moving on, he still comes to get my shopping and helps me and several others who struggle to get out. He never rushes off either, he always sits down with me for a brew and makes sure I’m alright. That kindness means more than words can say. You really couldn’t wish to meet a kinder or more caring person.”

This same commitment to helping others is exactly what Paul brought to Concept Claim Solutions.

Customers contact Paul during some of the most stressful periods of their lives. Floods, fires, escape of water incidents and major property damage can leave homeowners overwhelmed, vulnerable and unsure where to turn. Paul’s approach is simple: treat every customer as if they were a member of his own family.

Paul regularly goes far beyond what customers would reasonably expect. After landing back in the UK at 6pm on a Sunday evening following a long-awaited holiday, Paul dropped off his bags and immediately travelled to support a distressed customer facing serious property damage. He understood that reassurance could not wait until Monday morning.

Since Concept Claim Solutions began actively collecting Trustist reviews in July 2025, Paul has achieved 49 consecutive five-star reviews.

One customer described him as:

“A really nice, trustworthy and helpful guy. He went above and beyond to help us get the resolution that was needed. He made what was initially a nightmare situation as stress free as possible.”

Another wrote:

“His customer service is second to none. He handled everything from initiating the claim and dealing with the insurance company and loss adjusters directly, all while offering limitless support during this stressful time.”

Many reviews highlight Paul’s ability to alleviate stress and uncertainty for customers who feel overwhelmed. One customer commented:

“We can’t speak highly enough. He took the headache and stress away from us and dealt with our insurance claim on our behalf. I really don’t know what we would have done without him.”

Another customer, whose husband suffered a heart attack during the claims process, wrote:

“From the moment we engaged Paul’s services, we knew we were in safe hands. We had total confidence that Paul would represent our interests.”

Paul’s customer focus is also demonstrated through his relentless advocacy. Rather than simply managing claims, he actively fights for fair outcomes when customers have been treated unfairly. Customers have highlighted his persistence and expertise in challenging significantly underestimated repair costs and securing improved settlements.

Perhaps the most compelling example involved a vulnerable customer whose insurance claim had been denied, leaving them in poor living conditions with no clear way forward. Instead of accepting the insurer’s decision, Paul challenged the outcome and escalated the issue to the Financial Ombudsman Service.

This required months of persistence, extensive evidence gathering and additional reports. Despite being advised that the claim was unlikely to succeed, Paul refused to give up. The Ombudsman ultimately ruled in the customer’s favour, securing compensation and enabling the customer to move forward with much-needed repairs.

This is a regular theme in customer feedback, with customers using phrases such as:

· “He fought our corner.”

· “Nothing was too much trouble.”

· “He took all the pressure off.”

· “He was always there when we needed him.”

Paul’s impact extends beyond his own customers. Across the franchise network, he is recognised for always making time to support others.

Simon Kempster, franchisee, commented:

“What sets Paul apart is that people always come first. No matter how demanding his own workload, he will make time to support others, share his knowledge and ensure customers feel heard, valued and supported.”

James Reid, franchisee, added:

“Paul is one of the most genuine and selfless people you could ever meet. Customers trust him because they know he genuinely cares, and colleagues respect him because he is always willing to help others succeed.”

Paul also sponsors local children’s sports teams, contributes to community fundraising initiatives and regularly gives back to local causes.

For all these reasons, Paul Cheetham exemplifies the values recognised by the BFA HSBC UK British Franchise Awards Customer Focus Award and is a truly deserving finalist.

Concept Claim Solutions is proud to be among the Best in Franchising for 2026.