Complaints Procedure
We expect and hope to deliver to you the best service possible. However, even with the best service, mistakes and misunderstandings can sometimes happen so, in the highly unlikely event that you wish to make a complaint about any aspect of our service, the following policy should be referred to.
1) Your initial complaint can be made in any form including telephone, email or letter. The complaint that you have can relate to any aspect of claim management that fells under the regulatory authority of the Compensation Act 2006.
2) As a general rule we would not normally consider a complaint that is made six months after the cause of that complaint arose. However in our discretion and depending on all relevant circumstances we may at our discretion choose to investigate such a matter and this fact would be confirmed to you in writing.
3) Within five days of receipt of your complaint you will receive a written or electronic acknowledge of that fact that your complaint has been received and that the matter is now under investigation. As part of the investigation process we would normally whenever possible an investigator who had no direct involvement in the matter that has led to the complaint and in all cases the said investigator will have the power to settle the complaint.
4) Within four weeks of the receipt of your complaint we would normally send a written response that is aimed at final settlement of your complaint. Alternatively the response that you will receive will be a statement that more time is needed to fully investigate and resolve the matter and reasons for this would be made clear in the written communication. This would also set out a timetable of when further contact will be made with you concerning the matter.
5) Within eight weeks of receiving your complaint we will send you a final written response that will resolve the complaint that you have had or in the alternative a further communication that would state that further investigation is needed in order to fully resolve the matter together with a new date as to when you can expect a final response. At this point we would also inform you that if you are not satisfied at having a further delay then you have a right to refer the matter to the Claims Management Regulator.
6) Where we decide that some form of redress (not necessarily financial) is appropriate then you will be informed of this in our written response. Our response will deal with the acts and omissions that we feel responsible for and set this out against the level of redress that we offer and ask you to accept.
7) In the unlikely event that you are not satisfied with out offer to settle your complaint or you are dissatisfied with a delay beyond eight weeks then you may refer your complaint to:
|
Claims Management Regulator |
info@claimsregulation.gov.uk |
8) The Regulator can make a determination on the way in which your complaint has been dealt with and how it should be dealt with in the future but they cannot make a determination on the merits of your complaint or any level of compensation to be awarded.
If you've suffered in an accident that wasn't your fault,
call us NOW on 01695 50611 or Claim
Online
We're here for you 24hrs a day, 7 days a week, 365 days a year!
Copyright ©