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Complaints Handling Procedure We are confident that you will be satisfied with the claims management service (regulated under the Compensation Act 2006) that Assault & Criminal Injury Compensation Associates Ltd. (ACICA) provides to you. In the unlikely event that you are not, we offer a complaints handling procedure in 2 stages. Stage 1 You should telephone the ACICA office and explain the matter about which you are not fully satisfied. You will either receive an immediate response or, if some investigation is needed, you will be told to expect a response within two weeks. Our aim will be to resolve your complaint at this stage. Stage 2 If you are not satisfied with our response under Stage 1, you should send a letter or email to the Managing Director of ACICA. Your message should include details of the complaint and why you are not satisfied with our Stage 1 response. We will send you a written or email acknowledgement of your complaint within five business days of receipt. Although the complaint may have been dealt with by the Managing Director under Stage 1, it is he who will investigate it thoroughly under Stage 2. Within four weeks of our receiving your Stage 2 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 contact with you. If we have sent a holding response, then within eight weeks of our receiving your Stage 2 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 Claims Management Regulator if you are dissatisfied with the delay. General We reserve the right not to consider any complaint that is made more than 6 months after you became aware of the cause of the complaint. If we decide that the problem was due to fault of ours, we will offer you fair redress; depending on the nature of the problem, this may or may not include financial compensation. Following your acceptance, we will comply with our offer. If you are not satisfied with our final response, or if your 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: 0845 4506858. The Regulator can review the handling of a complaint and can give a direction on its further handling. However, he cannot determine a complaint or award compensation.
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