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Complaints Procedure

1. If we have given you cause for complaint, please let us know either by email, telephone or in writing.  In principle we will not consider a complaint more than 6 months after you become aware of the cause of  the complaint, but we are prepared to waive this time limit if we have genuinely been at fault.
2. We will acknowledge your complaint within 5 working days of receipt, and we will tell you who will be dealing with it.  Normally the person dealing with your complaint will not have been involved in the matter in question.
3. Within 4 weeks of receipt of your complaint we will either give you a final response or tell you what steps we are taking to resolve it.
4. Within 8 weeks of receipt of your complaint we will either give you a final response, or we will tell you what has caused the delay and indicate wherever possible how much longer it will be before we are able to give you a final response or we will inform you that you may refer the complaint to the Claims Management Regulator if your complaint is in respect of a service that we have provided and is regulated by the Compensation Act 2006.
5. Wherever appropriate we will provide you with fair compensation for acts or omissions which are our responsibility and we will comply with any offer of redress you accept. If you are not satisfied with our response, or if your complaint is not resolved within 8 weeks, and if your complaint is in respect of a service that we have provided and is regulated under the Compensation Act 2006, you may refer your complaint to:  The Claims Regulator, PO Box 7824, Burton on Trent, Staffs DE14 9DP, or info@claimsregulation.gov.uk or telephone 0845 4506858.  The Regulator can review the handling of your complaint and can give you direction on further handling of your complaint.  However, he cannot determine the complaint or award compensation.