This is the process we have set up in case you have a complaint
We are regulated by the Ministry of Justice and our complaints procedure is in accordance with its Complaints Handling Rules 2006.
A complaint can be made to us in writing by post at Centre Heights, 137 Finchley Road, London, NW3 6JG or by email at firstname.lastname@example.org or by phone on 0800 086 1036 (freephone) or 01536 737 581.
We reserve the right to decline to consider a complaint that is made more than 6 months after the cause for complaint became clear. If we do not consider the complaint for this reason, we will provide a written explanation.
Within 5 working days of receiving a complaint we will send a written or electronic acknowledgement of the complaint identifying the name and job title of the person handling the complaint.
All complaints will be handled and investigated by a person who has sufficient competence to do so who, wherever possible, was not directly involved in the matter of the complaint.
Within 4 weeks of receiving a complaint we will endeavour to provide a final response to that complaint. If we are unable to do so at that time we will provide a written explanation as to why it is not possible to do so and give an indication of when we believe we will be able to do so.
Within 8 weeks of receiving a complaint we will, whenever possible, provide a final response to the complaint. If we are still unable to provide a final response at this stage we will provide a written explanation as to why this is the case. We will also indicate when we believe a final response will be available. At this stage a complaint may be made to the Claims Management Regulator.
It is our aim to provide, at all times, fair redress for any act or omission for which we are responsible. We take complaints very seriously. We aim at all times to provide an excellent level of service. However, should, in your opinion, our service fall short of this it will be of paramount importance to us to resolve this matter speedily and to everyone's satisfaction.
If you are not satisfied with our final response or if a complaint is not resolved within 8 weeks you may refer the handling of your complaint to:
Claims Management Regulator
PO Box 7824
Burton on Trent
Tel: 0845 450 6858