North East Injury Claims - Complaints Procedure

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:
1. a final response addressing the complaint or
2. 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.