Complaints Handling Procedure:

1. Complaints may be made in writing, by telephone or in any other form in respect
of a claims management service that we have provided and that is regulated
under the Compensation Act 2006.


2. 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 waives this requirement at our discretion. We will confirm
to you in writing if a complaint has been made outside the time limit that we are
prepared to consider.


3. We will send you a written or electronic acknowledgement of a complaint within
five business days of receipt, identifying the person who will be handling the
complaint for the business. Wherever possible, that person will not have been
directly involved in the matter which is the subject of the complaint, and will have
authority to settle the complaint.


4. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint: or
b) a holding response, which explains why we are not yet in a possion to resolve
the complaint and indicates when we will make further contact with you.


5. With eight weeks of receiving a complaint we will send you either:

a) a final response which adequately addresses the complaint: or
b) a response which:


i) 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 final response: and


ii) informs you that you may refer the handling of the complanit to the
Claims Managemet Regulator if you are dissatisfied with delay.


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


7. If you are not satisfied with our response, or if a complaint is not resolved after
eight weeks, you may refer the complant to -
Claims Management Requlator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsrequlation.gov.uk
Tel: 0845 4506858.


8. The Requlator can review the handling of the complant and can give a direction on
further handling of the complant. he cannot determine a complant or award
compensation.