Complaints PRocedure

If something goes wrong, it’s important that you share your experience with us so that we can try and resolve the issue.
We like to think that everyone who contacts us is pleased with the service they receive, but if something does go wrong it’s important that you share your experience with us so that we can try and resolve the issue for you and ensure that

Step 1 - contact us directly
Clearly mark your letter as a complaint, explain the issues simply and clearly, and the steps you think the we should take to resolve them. Please allow us a reasonable amount of time to allow us to complete any actions you have requested.

Step 2 - Once you have submitted your complaint,we will send you an acknowledgement within five working days of receipt, giving the details of the person who is handling your complaint.

Step 3 - Within four weeks of receiving a complaint, we will send either:
a) A final response. You may refer the handling of the complaint to the Claims Management Regulator (see below for their details) if you are dissatisfied with the response; or
b) A holding response which will explain why the business is not yet in a position to resolve the complaint, along with details as to when you can expect further contact about the matter.

Step 4 - Within eight weeks of receipt of a complaint, the Complaints Officer will send either:
a) A final response. The complainant may refer the handling of the complaint to the Claims Management Regulator if dissatisfied with the response; or
b) A response explaining that the business is unable to make a final response, reasons for the delay and a timescale for providing a final response will be given.

We may decline to consider complaints that are made more than six months after the complainant became aware of the cause of complaint.

Claims Management Regulator
The details for the Claims Management Regulator are as follows
Claims Management Regulation Unit
57–60 High Street
Burton-upon-Trent
Staffordshire
DE14 1JS

01283 233309
consumer@claimsregulation.gov.uk

Regulated by Claims Management Regulator in respect of regulated claims management activities CRM NO 17958 its registration is recorded on the website www.justice.gov.uk/claims-regulation.