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My commitment to Clients is to provide a thorough and professional service. I accept there may be instances that leave you dissatisfied and if so would like the opportunity to resolve issues that give you cause for concern. I am a sole trader and as such will be responsible for the complaints resolution procedure.
Whilst it is hoped that any complaint will be satisfactorily resolved as soon as possible I may decline to consider a complaint that is made more than six months after you became aware of the cause for complaint but you will be notified in writing if this is the case.
- Complaints may be made in writing by e-mail, by telephone or in any other form in respect of a Claims management service I have provided and that is regulated under the Compensation Act 2006.
- I will communicate acknowledgement of a complaint, either electronically or in writing within 5 working days of receipt.
- Within four weeks of receiving a complaint, I will send you either:
- a final response addressing the complaint or
- a holding response to explain the reasons for delay and indicating to you when you can expect a final response and also inform you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
- Where it is considered that redress is appropriate you will be provided with
Fair compensation for any acts or omissions for which I am responsible and I will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
- If you are not satisfied with the response or your complaint is not resolved
within eight weeks you may refer the complaint to:-
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Telephone: 0845 450 6858
The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. He cannot, however determine a complaint or award compensation.
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