General

It is hoped that clients will be entirely satisfied with any services used. To cater for the possibility that a client is dissatisfied, we operate this prodedure for handling complaints. The procedure is intended to comply with the Complaints Handling Rules 2006, pursuant to Rule 8 of the Conduct of Authorised Persons Rules 2006.

Scope and definitions

The procedure applies to Regulated Claims Management Services, i.e. those services which the company is authorised to provide under the Compensation Act 2006, which is limited to services provided to individuals in exchange for a fee.

A complainant is a person using a Regulated Service provided by the company, expressing dissatisfaction with the service. 

The procedure and the right to ultimately complain to the Claims Management Regulator does not apply to users of services which are provided free of charge, because such services are not regulated.  However, the company may at its discretion voluntarily operate the same or an adapted version of the procedure in respect of services that are exempt from the regulations.

Making a complaint

The company aims to build relationships with clients of sufficient quality to enable all matters to be discussed openly, and within which clients’ concerns can be aired and dealt with to their satisfaction. Where a client believes that approach is not satisfactory, he or she should notify the company under this procedure.

A complainant must notify the company of the complaint as soon as is reasonably possible, and in any case not more than six months after the matter being complained of has occurred. All complaints should be addressed to the Managing Director, whether in person, by phone, e-mail, fax or post.

Complaints should explain the concern in sufficient detail so as to enable understanding the issue(s). Only the issue(s) that are notified to the company will be responded to under this procedure.

Handling a complaint

Every complaint will be recorded, considered, investigated and responded to by the Managing Director, who at the time of writing is the only employee with competence at dealing with the regulated services. As such it is most unlikely that a complaint about regulated services could be investigated by someone who was not directly involved in the matter which is the subject of the complaint.

Timescales

The company will acknowledge a complaint within 5 days of it being received. Where circumstances make a response within 5 days impossible, the complaint will be answered within 5 days of it being possible to respond.

The company aims to resolve any complaint as soon as is reasonably possible, and will normally give its final response not more than four weeks from the date the complaint is received. In exceptional circumstances, where the company is unable to give a final response within four weeks, the complainant will be notified of the position at four weeks, and the final response will be issued no more than eight weeks from the date the complaint is received. In the event that the company is not in a position to provide a response within eight weeks, the complainant will again be notified of the position and the reason.

After a maximum of eight weeks, the company will send the complainant either:-

Outcome

The Final Response will:-

If the complaint is not upheld, the Final Response will give reasons and explain how the conclusion has been reached.

In any event, the company will notify the complainant of his or her right to complain to the Claims Management Regulator where relevant.

Redress may include one or more of the following:-