As a claims management company, authorised by the Ministry of Justice, we aim to provide a service which is fair, clear and professional. If you believe that we have not met these standards, then you are entitled to lodge a complaint against us.
We operate a complaints procedure which follows the Complaint Handling Rules laid down by The Ministry of Justice’s Claims Management Regulation (CMR)
1. You need to inform us by telephone, fax, email or post when you become aware of your complaint.
2. Within 5 working days of the complaint being received, we will send you an acknowledgement of your complaint by email, fax or post. This will identify the person dealing with your complaint, who will have the authority to settle the matter with you or offer redress.
3. Within 4 weeks of us receiving the complaint you will be sent either a) a final response letter to your complaint or b) a holding response, which explains why we are not yet in a position to resolve the complaint. The letter will indicate when we will next make contact.
4. Within 8 weeks of us receiving the complaint, you will be sent either a) a final response letter to your complaint or b) a response which:
i) Explains that we are still not in position to make a final response, gives reasons for the further delay and indicates when we will make further contact with the complainant.
AND ii) Informs you that you may refer the handing of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
Where redress has been deemed appropriate, we will provide the customer with fair compensation for any acts or omissions for which we were responsible. This redress may not necessarily be financial: we may refund the fee, issue an apology or offer to re-process your claim.
Please note: under the Complaint Handling Rules issued by The Ministry of Justice, we reserve the right to decline a compliant which is made more than 6 months from when the complainant first became aware of the cause of the complaint.
How to complain:
You can contact us by post, by telephone, fax or email.
Chase Monro Claims Ltd
5 Jupiter House
Tel: 0151 285 4049
Fax: 0151 285 6035
After 8 weeks you can refer the matter to the regulator:
Claims Management Regulation Unit
57-60 High Street
Burton upon Trent
0845 4506858 (tel)