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Claims Management Service Regulation
Introduction
Peoples Claims Ministry of Justice Ref CRM 3928
Peoples Claims is regulated by the Ministry of Justice in respect of regulated claims management activities; it registration is recorded on the website www.claimsregulation.gov.uk
This guidance note provides information to help claims management businesses to comply with the Rules of Conduct on complaints handling. It does not seek to extend the rules, to introduce new rules or to define best practice.
The Complaints Handling Scheme
The complaints handling rules 2006 are published on the website www.claimregulation.gov.uk. They came into operation on 6th April 2007.
Complaints may be made in writing, by email, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the compensations Act 2006.
We reserve the right to decline to consider a complaint that is made more than 6 months after you become aware of the cause of the complaint. There maybe 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.
We will send you a written or electronic acknowledgment of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will 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 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 contacts with you
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:
- explains why we are still not in a position to make a final response, giving reasons for the further delay and indicates when we expect to be able to provide a final response;
- and informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
Where we decide that a 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 offers of redress which you accept.
Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or 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: 08454506858
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.