Pursuant to the Ministry of Justice’s Client Specific Rules
within the Conduct of Approved Persons Rules 11 (j),
Knightsbridge Claims Management are obliged to make you
aware of our procedures to be followed in the event of a
complaint. Our procedures are:-
i. Complaints may be made in writing, by e-mail, by
telephone or in any other form in respect of a claims
management service that we have provided and that is
regulated under the Compensation Act 2006.
ii. We reserve the right to decline to consider a complaint
that is made more than six months after you became aware of
the cause of the complaint. There may be 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.
iii. We will send you a written or electronic
acknowledgement 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 not have been directly involved in the matter which is
the subject of the complaint, and will have authority to
settle the complaint.
iv. Within four weeks of receiving a complaint, we will send
you either:
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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. |
v. Within eight weeks of receiving a complaint we will send
you either:
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a)
a final response which adequately addresses the
complaint; or
b) a response which: |
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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. |
vi. Where we decide that 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 offer
of redress which you accept. Appropriate redress will not
always involve financial redress.
vii. 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 Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858.
viii. 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.
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