Complaints

Jan 23 at 3:03pm by admin

Our Internal Complaints’ Procedure

Our Internal Complaint Handling Procedure follows the Ministry of Justice, Claims Management Services Regulation, complaint handling rules.

What you need to do if you have a complaint

You should raise your complaint – by telephone, email, letter or in person - to our Customer Service Department at Cartel Client Review Head Office. Address: Building 7, Exchange Quay, Salford Quays, Manchester, M5 3EP. Telephone: 0845 0711 500. Email: info@cartelgroupholdings.plc.uk Website: www.cartelclientreview.co.uk

How we will handle your complaint

* If we are unable to resolve your complaint immediately, we will acknowledge it within five working days and tell you the name of the person assigned to resolving your complaint.
* Within four weeks of receiving your complaint, we will either:-
- Issue a final response to your complaint; or
- Update you on the investigation and give you a date when we will contact you again.
* Within eight weeks of receiving your complaint, we will either:-
- Issue a final response to your complaint; or
- Tell you why we are not in a position to provide a final response and indicate when we expect to be able to do this.

If you remain unhappy after receiving our response

Let us know, in writing, why you remain dissatisfied so that we can investigate further, referring it to senior management if necessary.

Hopefully this process will bring the matter to an agreeable conclusion.

If we still cannot reach a resolution

* On receipt of a final response or on reaching the eight-week point (whichever is earlier) you will have the option of referring your complaint to the Claims Management Regulator if you remain dissatisfied.
* Claims Management Regulator contact details are as follows: - Address: Monitoring & Compliance Unit, PO Box 7284, Burton on Trent, Staffordshire, DE14 9DP. Telephone Number: 08454506858. Fax Number: 08454506866. E Mail: info@claimsregulation.gov.uk