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COMPLAINTS HANDLING POLICY

MAKING A COMPLAINT

At accident at Work.Claims we constantly strive to provide a high standard of service, but there may be occasions when you, as our customer, are dissatisfied. We take all customer complaints seriously within our company and want to hear your concerns in order to further improve our service in the future. This document outlines what you should do if you wish to make a complaint, and also our commitment to you.

Firstly, our Nominated Complaints Handler is Faye Catley. 

You can make a complaint by any reasonable means such as telephone, email, post or in person using the following contact details: 

  • Telephone:
  • Email:  
  • Post/In Person:

 

We endeavour to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved.  This will also make you aware of your right to refer the complaint to the Claims Management Ombudsman (part of the Financial Ombudsman Service) should you be dissatisfied with our resolution. Full contact details of the Claims Management Ombudsman will be provided in this response. 

Should a further complaint arise from you, or we are not able to resolve the complaint by the close of the third business day, it will be logged and dealt with as follows: 

ACKNOWLEDGEMENT

Where we need more time to resolve a complaint, or a further complaint is received, we will send you a written or electronic acknowledgement to you within five business days of receipt, outlining our understanding of the complaint points and identifying the individual handling the complaint.   Wherever possible that individual will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint. 

THIRD PARTY COMPLAINTS

If your complaint solely relates to a third party such as a panel solicitor, we will forward your complaint to the third party that we believe is solely responsible for your complaint.  We will send you an acknowledgment letter within 5 working days to inform you of this which will include the third parties’ details and their complaints handling procedure and how they will address your complaint.  If we are jointly responsible with a third party for the complaint, we will issue you an acknowledgment within 5 working days and inform you of how we will investigate your complaint and the timescales of which we have to address your complaint. 

COMPLAINTS INVESTIGATION

Faye will investigate the subject matter of the complaint and, where required, may contact you to obtain further information to investigate the complaint. The nature of the investigation will depend on the nature of the complaint but may involve reviewing internal records and reviewing all communications with you.  Faye will assess whether the complaint should be upheld or rejected, and whether remedial action is necessary. 

We will keep you informed about the progress of investigations by sending written communication either by email or post on a weekly basis.

We will endeavour to issue a final response to you within eight weeks of receiving your complaints. 

This will be considered our ’final response’ which will be a written response that either:

  • Accepts the complaint and where appropriate, offers redress or remedial action (appropriate redress will not always involve financial redress); or
  • Offers redress or remedial action without accepting the complaint; or
  • Rejects the complaint and gives reason for doing so and which:
  • Informs you the complainant that if you are not satisfied with our response, you may refer your complaint to the Claims Management Ombudsman by letter, email or telephone.

 

If you are dissatisfied with our final response, you have the right to refer the complaint to the Claims Management Ombudsman (which is part of the Financial Ombudsman Service), their contact details will be provided to you by way of the Financial Ombudsman Services explanatory leaflet (and shown below). If a complaint is not resolved after eight weeks, we will explain in writing why we are not in a position to make a final response and indicate when we expect to be able to provide a final response. You have the right to refer to the matter to the Claims Management Ombudsman at this point, full contact details will be provided to you.  In either case you must refer your complaint to the Claims Management Ombudsman within six months of the date of our letter.

APPEALS PROCESS

The Claims Management Ombudsman (CMO) is part of the Financial Ombudsman Service. They can help to resolve complaints between claims management firms and consumers in a fair and impartial way. They may investigate complaints up to six years from the date of the problem happening or within three years of the complainant becoming aware of the problem.

Complaints to the Claims Management Ombudsman must be submitted within six months of our final response to the complaint.

Their contact details are:

Claims Management Ombudsman                         Tel: 0800 023 4567
Exchange Tower                                                       Web: cmc.financial-ombudsman.org.uk    
London
E14 9SR

 

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