Our Complaints Procedure If you have a complaint, contact us with the details. Your complaint may be made in writing, by E-mail or by telephone. What will happen next?
1. We will record your complaint in our central register and open a separate file for your complaint. We will also let you know the name of the person who will be dealing with your complaint. We will do this within a day of receiving your complaint. 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.
2. We will then start to investigate your complaint. This will normally involve the following steps:
• We will pass your complaint to our Client Care individual, within 3 days.
• The appointed individual will then examine the matter and the information in your file. If necessary
3. The individual will then report to you and hopefully have the complaint resolved. Within four weeks of receiving a complaint, we will send you either:
• A final response which adequately addresses the complaint; or
• A holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
4. Within eight weeks of receiving a complaint we will send you either:
• A final response with adequately addresses the complaint; or
• A response which: (i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and (ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
5. At this stage, if you are still not satisfied, we will then arrange to review our decision. This will happen in one of the following ways:
• Another member will review the decision within 10 days.
• We will invite you to agree to independent mediation within 5 days. We will let you know how long this process will take.
6. We will let you know the result of the review within 5 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.
7. Where we decide that redress is appropriate, we will provide 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. Appropriate redress will not always involve financial redress.
8. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:–
Civil Mediation Council The International Dispute Resolution Centre 70 Fleet Street London EC4Y 1EU