Customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
Complaints may be made in writing to:
What happens next?
You will receive a written or electronic acknowledgment of your complaint within five business days of receipt, identifying the person who will be handling your complaint.
Within four weeks of receiving the complaint;
We will send you either;
a. a final response which adequately addresses the complaint.
b. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.
What to do if you are not satisfied with our response.
If you are not satisfied with our response or if a complaint is not resolved after four weeks, you may refer the complaint to:
Claims Management Regulator
57-60 High Street
Burton on Trent
Tel: 0845 450 6858
The Regulator will only intervene once all steps of the company’s ‘in house’ complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.
We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.