We strive to ensure that there should be no occasion when you should have any cause for complaint in relation to the service that we provide to you.
In the unlikely event that you wish to raise a complaint or have any other concerns with regard to the service we have, or are, providing to you, you may submit a complaint.
This document sets out the process which we will follow in reviewing and responding to your complaint.
Complaints may be made in writing, by e-mail, by telephone, or in any other form in respect of the claims management service that we have provided and that is regulated under the Compensation Act 2006.
Please direct your complaint to the Complaints Department.
We reserve the right to decline to consider a complaint that is made more than six 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 your complaint has been made outside the time limit that we are prepared to consider.
We will send you a written or electronic acknowledgement of your complaint within five business days of receipt, identifying the person who will be handling your complaint within the business.
Wherever possible, that person will not have been directly involved in the matter which is the subject of your complaint and will have authority to settle your complaint.
Within four weeks of receiving your complaint, we will send you either:
- A final response which adequately addresses your complaint; or
- A holding response, which explains why we are not yet in a position to resolve your complaint and indicates when we will make further contact with you.
Within eight weeks of receiving your complaint, we will send you either:
A final response which adequately addresses your complaint; or
A final response which:
- Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a full response; and
- Informs you that you may refer the handling of your complaint to the Legal Ombudsman if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
PO Box 6806
Telephone: 0300 555 0333 (Lines are open Monday to Friday 8.30 – 17.30)
The Legal Ombudsman can:
- Use any information you provide to review your complaint;
- Ask us to apologise, re-do the work for free or refund a fee if they find we have not complied with the regulatory rules.
The Legal Ombudsman cannot:
- Pay compensation or order compensation to be paid to you if you have lost out or have received poor service; or
- Take regulatory action if we have not broken any regulatory rules.