Can I Claim
Complaints Handling Procedure
Receiving Complaints
Any person who wishes to make a complaint about the claims management services
offered by this site may do so
a) by email to
b) by letter to
c) by telephone to
d) or in person by prior appointment only at
Responding to Complaints
i) We reserve the right to decline to consider any complaint raised more than 6 months after the complainant became aware of the cause of the complaint.
ii) We will send a written or electronic acknowledgement of any complaint received within 5 business days of receipt of any such complaint, giving the job description of the person handling the complaint, together with a copy of this internal complaints handling procedure.
iii) Within 4 weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within 4 weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.
iv) If a final response cannot still be provided within this 8 week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Claims Management Regulator
Investigation of Complaints
All complaints will be investigated by
Publicising Procedures for Complaints
This document and our complaints procedure are clearly referred to on our websites and links to an online copy of it are made. A hard copy will be supplied upon request and a hard copy or electronic copy will be provided when acknowledging any complaint received.
Right to Complain to the Claims Management Regulator
If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Claims Management Regulator.
Complaints may be made in writing, by email, by telephone or any other form to
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
email :
info@claimsregulation.gov.uk
tel : 0845 450 6848