Injury Claim Solutions Ltd.
Complaints
There may be occasions when something goes wrong in the delivery of a service that leaves you dissatisfied. You can complain to Injury Claim Solutions Ltd about any aspect of our service. We will always respect your right to confidentiality and not treat you any differently for complaining.
How to complain
You can make a complaint
- in writing
- by fax
- by email
- by phone
- in person
In writing
Mr. Jose Mathew
71 Far Gosford Street
Coventry
CV1 5DZ
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 02476229800
Fax: 02476229944
If you wish to complain in person please telephone our office and ask to speak to Mr. Jose Mathew who will arrange a mutually convenient appointment.
When you make a compliant, please tell us:
- What went wrong
- When it happened
- Who you dealt with
- How you would like settled
Complaints Handling Procedures - Injury Claim Solutions Ltd.
1 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.
2 We reserve the right to decline to consider a complaint that is made more than six months after you become aware of the cause of the compliant. 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.
3 We will send you a written or electronic acknowledgment of a complaint within five business days of receipt, identifying the person who will be handling the complaint. 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.
4 Within four weeks of receiving a complaint, we will send you either:
a) Final response which adequately address 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.
5 Within eight weeks of receiving a complaint we will send you either:
a) A final response which adequately addresses the complaint; or
b) A response which:
- 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
- Informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
6 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.
7 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 Regulation Unit
57 – 60 High Street
Burton–upon–Trent
Staffordshire
DE14 1JS
Telephone: 0333 200 0110
(Lines are open Monday to Friday 9:00 – 17:00)
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.