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 with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
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 would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “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 is intended to ensure 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 in respect of a claims management service that the Firm have provided. If you are making a complaint, please use the following contact details:
- Telephone: 0333 355 3000
- Email: info@claim3000.co.uk
- Post: Unit 31, Cariocca Business Park, Hellidon Close, Ardwick, Manchester, M12 4AH
The following complaints procedure is made available to every client upon request, will be supplied upon receipt of a complaint and is published on our company’s website.
We strive to ensure that there should be no time that you should have any cause for complaint in relation to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regard to any service we have provided you may submit a formal complaint. This procedure sets out the process which should be followed.
We will always attempt to resolve your complaint as quickly as possible. We will aim to do this by close of business on the third working day following receipt of your complaint. If we are able to agree on a resolution with you within this time frame, we will write to you by letter or email, to confirm this and explain your next steps.
Acknowledgement
There may be occasions when we need more time to resolve your complaint. If this is the case, we will send you a written or electronic acknowledgement of your complaint within 5 business days, which outlines our understanding of your complaint points and identifies the individual handling your 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.
Complaints investigation
We will endeavour to issue a final written response to the complaint within 8 weeks of initial receipt.
We will endeavour to get your complaint resolved within a 3 day period.
The Firm’s ‘final response’, being a written response from the respondent which:
(a) accepts the complaint and, where appropriate, offers redress or remedial action (Appropriate redress will not always involve financial redress).; or
(b) offers redress or remedial action without accepting the complaint; or
(c) rejects the complaint and gives reasons for doing so
and which:
(d)informs you that if you are not satisfied with our response then you may refer your complaint to the Claims Management Ombudsman by letter, email or telephone.
The Claims Management Ombudsman (CMO) can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint.
If a complaint is not resolved after eight weeks we will explain why we are not in a position to make a final response and indicates when we expect to be able to provide one or if you are dissatisfied with our final response you can refer your complaint to the Claims Management Ombudsman.
Their contact details are:
Claims Management Ombudsman
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
Web: cmc.financial-ombudsman.org.uk
N.B. Please note you have 6 months from the date of our final decision to approach the Claims Management Ombudsman.
