Complaints Procedure

Complaints may be made in writing, email, telephone or in any other form in respect of a claims management service that we provide and that is regulated under the compensations Act 2006.

We reserve the right to decline to consider a complaint that is made more than 6 months after you 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.

We will send you a written or emailed acknowledgment of a complaint within 5 business days, identifying who will be managing the complaint for the business.

Within 4 weeks of receiving a complaint, we will send you either:

1. a final response which addresses the complaint; or
2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contacts with you

Within eight weeks of receiving a complaint we will send you either

1. a final response which adequately addresses the complaint; or
2. a response which:
   • explains why we are still not in a position to make a final response, giving reasons for the further delay and indicates when we expect to be able to provide a final response;
   • informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

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

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.