We aim to provide a high level of service to all our customers but occasionally things can go wrong, when this happens we will do everything we can to put things right. Our Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly.
The Complaints Procedure follows the Ministry Of Justice, Claims Management Services Regulations and the Complaints Handling Rules.
If you have a complaint you need to let us know. This can be done via fax, e-mail, telephone or in writing. The address for such communications is:
Telephone: 0161 905 8419
We are governed by time frames meaning we have the right to decline to consider a complaint that is made more than six months after the complainant became aware of the problem. There may be an example where we will waive this requirement, but this decision is at the company’s discretion. If you complain outside of this time limit and we waive the six month rule we will inform you of such action in writing.
We will, within five working days of receiving the letter, send you a written acknowledgement of the complaint which will provide you with the name of the person dealing with the matter. Wherever possible the person dealing with your complaint will have had no dealings within the original complaint and will also have the authority to settle.
Within four weeks of receiving a complaint you will receive the following information in writing:
Within 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:
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the regulator:
Claims Management Regulator
PO Box 7824
Burton on Trent
Tel: 0845 450 6858
The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint; however, he or she cannot determine a complaint or award compensation.