Complaints Procedure
In the unlikely event that you have a complaint regarding any aspect of our service, please feel free to contact us by telephone, post, e-mail or in person to express your dissatisfaction and draw our attention to the issues that you would like us to address. We will ensure that you receive an initial letter acknowledging your complaint setting out the details that you would like investigating and the details of the senior member of staff nominated to deal with any issues that you have raised. This letter will be sent to you within 5 working days of you raising your complaint.
Your complaint will be investigated fully and upon completion of the investigations a written response will be sent advising you of the outcome of our investigations and where appropriate any offer of redress. We aim that this response will be sent within eight weeks of your initial enquiry. Should we not be in a position to provide you with a final response at this time we will write and advise you of the reasons why we are unable to complete our investigation. We will also confirm date that we expect to be in a position to provide you with a full written response.
Should you be unhappy with the outcome of our investigations into your complaint you have the right to refer the matter to the Financial Ombudsman Service who will decide upon the appropriate course of action that should be taken if any.
All complaints referred to the Financial Ombudsman Service must be sent within six months of receipt of our final written response to your complaint.
The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
0300 555 0333
Confidentiality All of your personal and claim information will be processed and stored confidentially as per the Data Protection Act 1998. We do not share any of your information with third parties other than those responsible for processing your claim (the CICA). All documents containing your personal and claim information will be stored and disposed of securely using a confidential waste management solution operated by Ecoshred. For more information visit http://www.ecoshreduk.com
Cancellation Policy
Once you have signed and returned our initial paperwork you have a cooling off period of 14 days in which you can cancel our services without charge. If you cancel outside of the cooling off period you may incur fees that are also detailed below.
If you end the agreement before the Authority makes a decision with regard to whether or not to award you compensation, you are liable to pay our basic costs of £118.00 per hour completed. Part hours will be charged at 11.80 for each six minutes of work. This figure will attract VAT at the standard rate, currently 20%, which will apply when the work is done.
We reserve the right to charge our fees in full should you wish to withdraw once the decision process has started.
If you wish to cancel our services you can complete and return the cancellation form that is included in the key facts bundle of our initial paperwork. Alternatively you can complete the cancellation form below. Once your cancellation is received we will contact you to confirm receipt.
Cancellation Request Form
