COMPLAINTS PROCEDURE

1.1       If we cannot resolve a complaint brought to our attention by the end of the next working day it was received then the company complaints procedure will be sent to the complainant by default.

1.2       The Claim Consultants reserve the right to refuse to consider and deal with any complaint received from the complainant over 6 months after the complainant became aware of the matter that caused the complaint. However, there may be certain exceptions for which The Claim Consultants may consider to deal with complaints that the complainant was aware of for more than 6 months at the company’s discretion. 

1.3       The Claim Consultants will send a written confirmation of receipt of complaint to the complainant within five days of receiving the complaint. Such a confirmation will usually confirm the name and title of the person in the company who will be dealing with the complaint accompanied by the company’s complaint procedure.

1.4       All complaints shall be treated with the strictest confidence and dealt with in the most professional manner possible. Every effort shall be made to see that the complaint is dealt with as efficiently as possible by someone in the company with the authority and competence required. If a complaint is being made about a person(s) that is/are employed by The Claim Consultants, then the named person(s) will not be allowed to deal with or be privy to the complaint.

1.5       The Claim Consultants anticipate to deal with all complaints as proficiently as possible and send out a letter within 4 weeks of receiving the complaint to the complainant confirming whether the company deems the complaint appropriate to investigate and if not why not and if so, then what the company has done to try and resolve the complaint and what steps (if any) The Claim Consultants propose to take to resolve the issues raised in the complaint.

1.6       On certain complicated complaints, The Claim Consultants may need to communicate with other persons or organizations to resolve issues raised in some complaints and may require more than 4 weeks to resolve the issue and complainants will be kept up-to-date as much as possible with the progress of their complaint.

From arising circumstances such as those stated in 1.6, the procedures will be:

A)        To anticipate to forward a holding response to the complainant within 8 weeks of receiving the complaint to explain why the company is not yet in a position to resolve the complaint and what steps are proposed to help bring the matter a conclusion.  

Within the proposed 8 weeks of receiving the complaint, The Claim Consultants will try to:

(i) State the reasons in writing as to why the company is not in a position to make a final response.

(ii) Explain the delay in the prolonged time taken to resolve the complaint.

(iii) Give an indication as to when the matter may be concluded by.

Where we decide that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress you accept. Appropriate redress will not always involve financial redress.

If  the complainant is not happy with the proceedings, the outcome of the resolution or  if the complaint is not resolved within 8 weeks, he/she may refer the complaint to :-

Claims Management Regulator, PO Box 7824, Burton on Trent, Staffordshire, DE14 9DP.
Info@claimsregulation.gov.uk
Tel: 0845 4506858.

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

262 Barkerend Road, Bradford, BD3 9DB Telephone:0800 077 8681 Fax : 01274 72 66 00