In effect we are governed by time frames therefore we refuse the right to decline to consider a complaint that is made more than six months after we issue our final response. There may be an example where we will waive this requirement at the company’s discretion. If you complain outside of this time limit and we waiver the six month rule we will inform of you such action in writing.
We will, within five working days upon receipt of the letter, send you a written acknowledgement of the complaint which will outline the name of the person dealing with the matter.
Within four weeks of receiving a complaint you will receive the following information in writing:
A final response letter which addresses the complaint. OR A holding response letter which outlines the reasons why we are unable to resolve the complaint at that time and indicates when we will make further contact with yourselves.
Within 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 Legal Ombudsman if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.
If 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 Ombudsman
Exchange Tower, Harbour Exchange, London, E14 9SR
Telephone: 0800 023 4567
The Ombudsman can review the handling of the complaint and can give a direction on further handling of the complaint.