Hallbrook Parnters Complaints Procedures

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. Confirmation of complaint details will be requested for clarification in writing and logged by the company.

2. 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.

3. We will send you an electronic or written acknowledgement of your complaint within five business days of receipt. We will identify the person who will handle the complaint. Wherever practically possible, that person will not have been directly involved in the subject of the complaint, and will have the relevant authority to investigate and bring the complaint to a satisfactory outcome.

4. Within four working weeks of receiving a complaint, we will send you either:

4.1. a response which addresses the complaint to a satisfactory outcome

4.2. a holding response, which explains why we cannot yet resolve the complaint and also indicates when we will contact with you.

5. Within eight working weeks of receiving a complaint we will send you either:

5.1. a response which addresses the complaint to a satisfactory outcome.

5.2. a response which:

5.2.1. explains why we are still not able to make a final response, giving reasons for the delay and indicating the timescale of when we will be able to provide a final response.

5.2.2. 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 compensation is appropriate, we will settle it for any acts or omissions for which we are responsible. We will comply with any offer of compensation which you accept. Compensation may not always be financial.

7. If you are unsatisfied with our response, or if your complaint is not resolved within 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.

8. 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. Customer services Email: info@hallbrookpartners.co.uk