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Customer Feedback and Customer Complaints

Customer Feedback and Customer Complaints

  • Our expertise has meant that we have been winning compensation for consumers from banks and building societies since the 90's. Our aim has always been to win full and fair compensation for consumers as efficiently as possible and to leave no stone unturned whilst trying to achieve this aim. However, please tell us promptly if you feel that any aspect of our work for you has been or still is unsatisfactory in any way at all. We welcome customer feedback and any suggestions you may care to make as to how we can improve our services. You may help us to deal with something we might otherwise have overlooked
  • Delays in winning compensation are increasing for many classes of complaint
  • We notify clients of the likely timescale's in which we hope to win them compensation but these can change due to circumstances beyond our control. For example in 2010 many cases regarding PPI were put on hold (against the rules of their regulators) which resulted in a large backlog of cases at the Financial Ombudsman Service and long delays when this case was been resolved there were still delays and the FSA introduced a temporary rule for a large number of cases allowing the banks increased time to respond to complaints from the usual 8 weeks to 16 weeks, this has now experied and the time-limits have reverted to 8 weeks however a number of firms are exceeding these time limits.
  • If your case needs to be referred to the Financial Ombudsman Service there is likely to be very long delays in making a decision on your case. This is likely to be 18-24 months or more and possibly another 12 months if the bank, or CLAIMS, do not accept the initial adjudication. During this period we are likely to be given very little information on progress and have been told to not contact the Ombudsman Service for updates as they will have nothing to report. We know this can be frustrating however this is out of our control.
  • Delays can be much longer in other classes of complaint unrelated to PPI. For example, CLAIMS is a specialist in investigating claims for compensation from Windsor Life regarding policies sold in the period 1987-1995 by agents of General Portfolio a company which was later renamed GAN and joined the group of dead companies labeled Windsor Life (and now called Reassure) in 1998. Several of these complaints have taken three, four or even more years to settle and in a recent case an Ombudsman awarded our client's costs against the firm for its failure to calculate loss accurately over a period of five years.

Customer Complaints

  • As a regulated business we offer a formal complaints procedure with strict timetables and rules. This follows the exact requirements of the rules set down by the Claims Management Regulator. They are available on its website: www.claimsregulation.gov.uk if you wish to read them.
  • We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.
      • If you wish to lodge a formal complaint in respect of any claims management service we have provided for you that is regulated under the Compensation Act 2006 please either call, write, email or fax the Director, Paul Cooper, who will acknowledge your complaint  promptly, normally within two business days of receiving it and send you a response within four weeks. You can also make a complaint in person.
      • It is hoped that our response will be a final response addressing your complaint in full, but if we are not in a position to resolve it, possibly because we have not received information from yourself or some other third party, we will write to you again after eight weeks. This eight-week letter will either be a final response or if we are still awaiting information will explain the delay and notify you when we expect to send you a final response to your complaint.
      • We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.

        The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

        Visit www.legalombudsman.org.uk/cmc
        Call 0300 555 0333 between 8.30am to 5.30pm.


        Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.

        Calls are recorded and may be used for training and monitoring purposes. For minicom call 0300 555 1777
        Email
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        Legal Ombudsman PO Box 6804, Wolverhampton, WV1 9WG

        Do not send original documents to the Legal Ombudsman. They will scan any documents you send them to make computer copies and then destroy the originals.