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Our complaints policy
for claims management
Our complaint procedure is made pursuant to Rule
8 of the Conduct of Authorised Persons Rule
2006.
We are committed to providing a high-quality
service to all our clients. If something goes
wrong, we need you to tell us about it, as this
will help us to improve our standards.
Our complaints procedure
If you have a complaint,
contact us with the
details, using the following:
Address:
Telephone:
E-mail address:
What will happen next?
1 We will send you a letter acknowledging
your complaint and asking you to confirm or
explain the details set out. We will also let
you know the name of the person who will be
dealing with your complaint. You can expect to
receive our letter within two days of us
receiving your complaint.
2 We will record your complaint in our
central register and open a separate file for
your complaint. We will do this within a day of
receiving your complaint.
3 We will then start to investigate your
complaint. This will normally involve the
following steps:-
We will pass your complaint to the Managing
Director within three days. He will ask the
member of staff who acted for you to reply to
your complaint within 5 days. He will then
examine their reply and the information in your
complaint file. And, if necessary, he may also
speak to them. This will take up to three days
from receiving their reply and the file.
4 A senior person will then invite you to
a meeting and discuss and hopefully resolve your
complaint. This meeting can take place in
person, if practical, or via telephone. He will
do this within three days.
5 Within two days of the meeting we will
write to you to confirm what took place and any
solutions he (or she) has agreed with you. If
you do not want a meeting or it is not possible,
we will send you a detailed reply to your
complaint. This will include his (or her)
suggestions for resolving the matter. He (or
she) will do this within five days of completing
the investigation.
6 At this stage, if you are still not
satisfied, you may contact us again. We will
then arrange to review our decision. This will
happen in one of the following ways:
·
Another member of staff will review the decision
within 10 days.
·
We will ask an independent person to review your
complaint within five days. We will let you know
how long this process will take.
· We will invite you to agree to independent
mediation within five days. We will let you know
how long this process will take.
7 We will let you know the result of the
review within five days of the end of the
review. At this time, we will write to you
confirming our final position on your complaint
and explaining our reasons. We will also give
you the name and address of the Claims
Management Regulator. If you are still not
satisfied, you can contact them about your
complaint. If we have to change any of the
timescales above, we will let you know and
explain why. |
