In the event that you have a complaint we have an internal complaints handling procedure which provides for receiving responding and investigating complaints.

All employees are aware of our handling procedures and endeavour to ensure that they act in accordance with them.

In the first instance any complaint must be sent in writing to the Managing Director, Mr P Shilton by any reasonable means. (letter or email)

The matter will then be acknowledged within five business days of receipt. It will be investigated and within four weeks of receiving the complaint the complainant will be sent either a final response or a holding response explaining why we are not in a position to resolve the issue and indicate when we will make further contact (which will be within eight weeks of receipt of the complaint)

If the handling of the complaint is not resolved within eight weeks or if the complainant is not satisfied with the reason for the delay then the complainant may refer the handling of the complaint to:
The Claims Management Regulator,
Monitoring and Compliance Unit,
PO Box 7284,
Burton On Trent,
Staffordshire,
DE14 9DP,
Telephone 0845 450 6858
email: info@claimsregulation.gov.uk

All records are kept and maintained and details of these will be passed to the Regulator upon request.