Complaints Proceedure
We hope you never need to use this section but it is of course there for your protection.
Our promise to you:
Publicising Procedures
Refer a client in writing to the availability of its internal complaints handling
procedures before signing a contract with a client; and
Publish details of our internal complaints handling procedures on our website below, supply a copy on request to a complainant, and supply a copy automatically to the complainant when it receives a
complaint.
What is a complaint?
Should you feel unhappy or in anyway dissatisfied by the service or any part of the advice given by any of our staff / agents or otherwise we would ask that you follow our proceedures below:
Particular matters for which our procedures make provision
Our complaints handling procedures make provision for:
a) a complainant to be able to make a complaint by any reasonable means
b) complaints to be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter which is the subject of the complaint;
c) the person charged with responding to complaints to have the authority to settle complaints (including the offering of redress where appropriate) or to have ready access to someone who has the necessary authority; and
d) responses to complaints to address adequately the subject matter of the complaint and, where a complaint is upheld, to offer redress.
Put details of your concerns in writing to our head office.
Our head office address is - Rollins UK Ltd - Rollins House, Greenbooth Road, Norden. Rochdale. OL12 7TD. or email:
tony@injurypanelassociates.co.uk We will send a written or electronic acknowledgement of a complaint within five business days of receipt, giving the name or job title of the individual
handling the complaint for the business, together with details of the business’s
internal complaints handling procedures. and we will investigate the matter and return with our response and proposed solution within 14 days of receipt of the initial complaint letter.
Should you still be unhappy with the outcome:
Write to our Managing Director - Mark Rollins
Write to our managing director at the address show above. The complain will be addressed at board level and will receive our final response within 8 weeks of the initial letter of complaint.
Or we will give a response which:
1. Explains that the business is still not in a position to make a final response, gives reasons for the further delay and indicates when it expects to be able to provide a final response; and
2. informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if he is dissatisfied with the delay.
Should you still be unhappy with the outcome:
Write to the Ministry of justice claims management regulation monitoring & compliance unit
Address: 57 - 60 High Street, Burton Upon Trent Staffordshire. DE14 1JS.
Telephone. 0845 450 6858
Fax. 0845 450 6866
Your complaint will then be delt with independently by the Ministry Of Justice.
If a complainant is dissatisfied with the way that a complaint has been handled then he or she can ask the Regulator to review the handling of the complaint. The Regulator has the power to direct the business to reconsider the complaint and to refund any fees that have been paid, but cannot award compensation.
Record Keeping
We maintain records, and provide to the Regulator, on request, details of all complaints handled under our complaints proceedure.
Providing Redress
Where we decide that redress is appropriate, we will provide the complainant with fair compensation for any acts or omissions for which we where responsible and comply with any offer of redress which the complainant accepts.
Appropriate redress will not always involve financial redress. It may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.
Clear & Simple
All of our literature and correspondence relating to complaints will be in clear and plain language.