We are committed to providing a high quality service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards. Should you have cause for complaint the following is an outline of how your claim will be handled.
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.
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.
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.
Within four weeks of receiving a complaint, we will send you either: final response which adequately addresses the complaint; or 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.
Within eight weeks of receiving a complaint we will send you either: a final response which adequately addresses the complaint or 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 inform you that you may refer the handling of the complaint to the Claims Management Ombudsman at the Financial Ombudsman Service (FOS). You must do this within six months of DN Manley’s final response. We do not give consent for the Claims Management Ombudsman to review your complaint after the six months have passed.
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.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –