Complaints Procedure

1. Our Aim

Claim 3000 is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints and by putting mistakes right.

Therefore we aim to ensure that:

• Making a compliment or complaint is as easy as possible
• We welcome compliments, feedback and suggestions
• We treat a complaint as a clear expression of dissatisfaction that calls for an immediate response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond in the right way – with an explanation, apology, or information on action taken
• We learn from complaints and use them to improve our service, reviewing our complaints policy annually

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly
• Keep matters low-key
• Enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction, however it is expressed. This includes complaints expressed face to face, via phone, in writing, by email or any other method. All staff should have sufficient knowledge to recognise an expression of dissatisfaction, even when the word “complaint” is not used.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure ensures that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction.

5. Responsibilities

Submitting a Complaint

Complaints may be made in writing, by email, by telephone or in person regarding any claims management service that the Firm has provided. Please use the following contact details:

• Telephone: 0333 355 3000
• Email: [email protected]
• Post: Unit 31, Cariocca Business Park, Hellidon Close, Ardwick, Manchester, M12 4AH

This procedure is available to every client upon request and published on our website. We strive to ensure that you should never have cause for complaint, but in the unlikely event you do, this sets out how we’ll handle it.

Acknowledgement

We will attempt to resolve your complaint as quickly as possible — ideally by close of business on the third working day. If resolved, we’ll confirm this in writing or email.

If we need more time, we’ll send you a written acknowledgement within 5 business days, outlining our understanding of your complaint and identifying the person handling it — someone not directly involved in the matter and authorised to resolve it.

Complaints Investigation

We aim to issue a final written response within 8 weeks of initial receipt, though we will strive to resolve it within 3 days.

The Firm’s final response will:

• Accept the complaint and, where appropriate, offer redress or remedial action;
• Offer redress or remedial action without accepting the complaint; or
• Reject the complaint with reasons for doing so.

It will also inform you that if you are not satisfied, you may refer your complaint to the Claims Management Ombudsman (CMO).

6. Claims Management Ombudsman

The CMO can investigate complaints up to six years from the date of the issue or within three years of when you became aware of it. Complaints must be referred within six months of our final response.

If a complaint is unresolved after eight weeks, we will explain why and advise when a final response can be expected. You may still refer your complaint to the CMO at: