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COMPLAINTS HANDLING PROCEDURE
1. Complaints may be made in writing, by e-mail, by telephone or in any other form.
2. We reserve the right to decline to consider a complaint that is made more than six
months after you became aware of the cause of the complaint. There may be instances
where we will waive 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. Although the complaint
may be in respect of a decision which I took, I will investigate it thoroughly.
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 position 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 complaint to the Claims Management Regulator if you are dissatisfied
with the delay.
6. Where we decide that redress is appropriate, we will provide you with fair compensation
for any acts or omissions for which we are responsible and will comply with any offer of
redress which you accept. Appropriate redress will not always involve financial redress.
7. In you are not satisfied with our response, or if a complaint is not resolved after eight
weeks, you may refer the complaint to –
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858.
8. The Regulator can review the handling of the complaint and can give a direction on
further handling of the complaint. However, he cannot determine a complaint or award
compensation.
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"...I
was very pleased with the service I received from everyone
at AutoLegalDirect especially debbie who helped immensely..."
Mrs E.J. Cockayne
"...very speedy service and all the involvement I
had was with very polite informative staff..."
Mrs Y. Sutton
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