| Claims UK is committed to meeting the highest quality standard in the delivery of the services we provide to our clients. Customer service is key, so we take any problems that do arise with clients very seriously indeed and aim to ensure that any complaints clients may have are identified quickly and dealt with thoroughly in accordance with this procedure.
Every client has the benefit of a Claims Consultant who is ultimately responsible for the relevant piece of work being carried out for that client. If you are in any doubt as to who the Claims Consultant is, please ask your most immediate point of contact within the firm.
How do I make a Complaint?
You can register your complaint in different ways:
By post; or
Please mark all correspondence with your reference number to allow us to investigate your complaint quickly. Should you wish to make a complaint, then please make the complaint as soon as possible as we will be unable to consider a complaint made more than 6 months after the cause of the complaint.
How do we investigate your Complaint?
Every complaint is acknowledged within five working days in writing. It will be logged centrally within the firm so that we can monitor progress on how it is being handled. The identity of the person handling your complaint will be set out in this letter and a copy of this procedure will be included.
Our aim is to respond to your complaint in full within 28 days, and we are able to achieve that in most cases. If however that will not be possible, we will let you know when you will receive a full response. A review of your file with the person handling the matter will be conducted by the Claims Consultant. He will make any wider enquiries internally that may be necessary.
If we can not supply a response within 8 weeks after receipt of your complaint, we will let you know why we are not in a position to make a final response and indicate when we expect to be able to make a final response. If you are dissatisfied with the delay, you may refer the handling of the complaint to the Claims Management Regulator. You can write to them at the following address:
Claims Management Regulation Monitoring & Compliance Unit
57-60 High Street
Burton Upon Trent
Staffordshire
DE14 1JS
Alternatively you can log your complaint with them via telephone: 0845 450 6858 or Email: info@claimsregulation.gov.uk
Our Response
After full investigation, we will reply to you, usually in writing, and we may suggest a meeting. We will tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
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