Complaints may be in writing, by e-mail, by telephone or any other form in respect of a claims management service Claim it Ltd have provided and that is regulated under the compensation Act 2006.
Claim it Ltd reserve the right to decline to consider a complaint that is made more than six months after you became aware of the complaint. There may be instances where Claim it Ltd will waive this requirement at our discretion. Claim it Ltd will confirm to you in writing if a complaint has been made outside the time limit that Claim it Ltd are prepared to consider.Claim it Ltd will send you a written or electronic acknowledgment of a complaint within five business days of reciept, of identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within four weeks of recieving your complaint Claim it Ltd will send you either:
a final response which adequately addresses the complaint; or
a holding response, which explains why Claim it Ltd are not yet in a position to resolve the complaints and indicates when Claim it Ltd will make further contact with you.
Within eight weeks of receiving a complaint Claim it Ltd will send you either:
a final response which adequately adresses te complaint; or
a response which explains why Claim it Ltd are still not in a position to make a final response, giving reasons for further delay and indicating when Claim it Ltd expect to be able to provide a final response and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are disatisfied with the delay.
Where Claim it Ltd that redress is appropriate, Claim it Ltd will provide you with a fair compensation for any acts or omissions for which Claim it Ltd are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or is a complaint is not resolved after eight weeks, you may refer the comlpaint to -
Contact the Legal Ombudsman
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Monday to Friday, 8.30am to 5.30pm
The regulator can review the handling of the complaint and can give further direction on the handling of the complaint. However, he cannot determine a complaint or award compensation.