Complaints Policy

1 Complaints may be made in writing, by email, by telephone, or by any other form in respect of a claims management service that we have provided (which is regulated by the Compensation Act 2006).

2 We reserve the right to decline to consider a complaint that is made more than eight months after you have become 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 to 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 Company. 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 the complaint we will send you either:
A final response which adequately addresses the complaint; or
An explanation as to why we are not yet in a position to fully respond to your complaint and a time when we hope to have concluded your complaint.

5 Within 8 weeks of receiving the complaint we will send you either:
A final response; or
A further explanation as to why your complaint cannot be adequately concluded. We will also let you know when we expect your complaint to be concluded.

6 Where we decide that redress is appropriate (which may not always be financial) we will provided 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.

If you are not satisfied with our response, or if a complaint is not resolved after 8 weeks, you may refer the complaint to: -

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk