Complaints PolicyWe sincerely hope that you won't have cause to feel dissatisfied with the service that you receive from us or instructed solicitors. However, with the best will in the world, things can occasionally go wrong - no one is perfect! If you are unhappy with the way that your claim has been handled, please contact our Operations Manager at the Leeds office in the first instance. He may well be able to answer any queries to your satisfaction, without further ado. However, if things haven't been sorted out, contact our Operations Consultant, who will conduct an independent investigation. While it is preferable to summarise your complaints in writing, so that we have a clear idea of the issues, you can telephone or contact us by e-mail, if you are not comfortable dropping us a line for whatever reason. Your concerns will be dealt with in strictest confidence. If your complaint actually concerns the solicitors to whom we have referred any aspect of your instructions, you should contact them direct, although we would like to know about it as we may be able to help. They will investigate the matter under their own complaints procedure, with an ultimate right of appeal to the Legal Complaints Service. Please don't delay, as it becomes progressively more difficult to investigate matters. Strictly speaking, we cannot investigate a complaint more than six months after you were or should have been reasonably aware of the issue, although we won't shelter behind technicalities where we can help and it is reasonable for us to do so. The Operations Consultant will normally write to you within 5 working days, unless he is absent for any reason, confirming to you that the matter is under investigation and when you are likely to hear from us. You will appreciate that it may take him some time to get to the bottom of things, particularly if he has to speak to people outside the company and examine your file. He will ordinarily reply to you, setting out his findings, no later than 4 weeks after receipt of your complaint. In the rare instances where this simply isn't possible, he will let you know the reasons for this and tell you when he will be in a position to reply. We are obliged to inform you of the position on your complaint within a further four weeks, giving any further reasons for the delay and have a period of three months in which to furnish you with a full reply, although we can't imagine why it would ever take us that long! We take any complaint extremely seriously and if things have gone wrong, we will hold our hand up and tell you what we are proposing to do about it. You may contact the Claims Regulator and ask him to review the way that your complaint has been handled, after you have received our findings, or if you are dissatisfied with the reasons that you have been given for any delay. While he doesn't have the power to determine a complaint or award compensation, he can issue directions as to how the complaint is to be handled. You can contact him at: Claims Management Regulator, PO Box 7824, Burton on Trent, Staffordshire, DE14 9DP E-mail info@claimsregulation.gov.uk. Tel: 0845 4506858 |
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