We are authorised and regulated by the Ministry of Justice.
It is our aim to resolve any complaint fairly and quickly and most will be resolved the same working day. A complaint may be made in writing, by telephone, in person, verbally or by email.
- A complaint received by any means will be acknowledged in writing to the complainant within 5 working days of receipt and will recorded in a complaints log.
- We will endeavor to send a final response within 4 weeks. If this is not possible we will send the complainant a holding response explaining why the complaint remains unresolved and indicate when we will make further contact.
- If by the end of 8 weeks the complaint remains outstanding we will send the complainant a further holding response explaining why the complaint remains unresolved and indicate when we will make further contact. We will also inform the complainant of their right to refer the complaint to the Claims Management Regulator.