Claims Financial
Complaints Handling Scheme
We aim to provide excellent
customer service at all times. However, we recognise that
occasionally things go wrong. If you feel you wish to complain
about the service you have received, please read our Complaints
Handling Scheme below.
1. Complaints may be made in
writing, by e-mail, by telephone or in any other form in respect of
a claims management service that we have provided and that is
regulated under the Compensation Act 2006. In the case of a
telephone complaint, we may ask you to put your complaint in
writing to clarify the complaint so we can investigate
fully.
2. We reserve the right to
decline to consider a complaint that is made more than six months
after you became aware of the cause of the complaint. There may be
instances where we will waive this requirement at our discretion.
We will confirm to you in writing if a complaint has been made
outside the time limit that we are prepared to consider.
3. We will send you a written
or electronic acknowledgement of a complaint within five business
days of receipt, identifying the person who will be handling the
complaint for the business. Wherever possible, that person will not
have been directly involved in the matter which is the subject of
the complaint, and will have authority to settle the
complaint.
4. Within four weeks of
receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint;
or
b) a holding response, which explains why we are not yet in a
position to resolve the complaint and indicates when we will make
further contact with you.
5. With eight weeks of
receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint;
or
b) a response which:
i explains why we are
still not in a position to make a final response, giving reasons
for the further delay and indicating when we expect to be able to
provide a final response; and
ii informs you that you
may refer the handling of the complaint to the Claims Management
Regulator if you are dissatisfied with the delay.
6. 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.
7. Upon request, a senior
manager or compliance officer may consider your complaint and our
response to this, and provide you with a final response. If you are
not satisfied with our final response, or if a complaint is not
resolved after eight weeks, you may refer the complaint to
-
Claims Management
Regulator
57-60 High Street,
Burton on Trent,
Staffordshire,
DE14 1JS
info@claimsregulation.gov.uk
Tel: 0845 4506858.
8. The Regulator can review the
handling of the complaint and can give a direction on further
handling of the complaint. However, he cannot determine a complaint
or award compensation and we reserve the right to settle private
contractual matters through litigation.
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Mr R Evans 11 Nov 2010