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Although we will always try to provide a service you are
completely satisfied with, occasionally we will get it wrong.
If we do, it is important that you tell us and that you know
what we will do in response.
Under the rules applied by the
Claims Management Regulator we are required to operate a
Complaints Handling Procedure. All members of staff are aware
of the procedure. Complaints can be important in showing us how
well our service is meeting client expectations and providing
information that could result in improvements to our service.
As soon as a client complains, we will send a letter of
acknowledgement within 48 hours, providing a further copy of
this Complaints Handling Procedure.
Our managing director, Peter Maynard, will then investigate
the possible reasons for the complaint arising. We will
consider the specific points raised by the client to ascertain
if the complaint is justified in this instance or not.
Within 5 working days of receipt of the complaint, we will
send a detailed response to the client to address all the points
raised. We will also invite the client to discuss the matter by
telephone if that would assist. Where appropriate we will offer
suitable redress.
If the complaint is going to take longer to resolve, we will
notify the client in writing and give an estimate of the time
scales involved.
If the client is not satisfied with our final response or if
the matter has not been resolved within 8 weeks, the client may
refer the handling of the complaint to the Claims Management
Regulator. The Claims Management Regulator can be contacted as
follows:
By mail Claims Management Regulator
Ministry of Justice
57-60 High Street
Burton upon Trent
Staffordshire DE14 1JS
By phone 0845 450 6858
By e-mail
info@claimsregulation.gov.uk |
