CLAIMS & AUDIT COMPLAINTS
Initial Complaint:
You are invited to discuss your complaint with the individual whom you have been dealing or with their immediate department manager in an effort to resolve the issue.
Where should I send my Complaint?
Should you not wish to discuss with them or you continue to be dissatisfied you are invited to write to us at the following address: -
DPSP
65 Heath Gap Road
Cannock
Staffs
WS11 6DY
What should I include in my complaint?
Please ensure that the following details are included in your complaint: -
- Your name, address and client reference code
- The name of the person(s) to whom you have spoken with and when to help us find the relevant information
- Copies of any correspondence or documents relating to your complaint
- Details about what has gone wrong or has not been handled properly and;
- How you would like us to resolve your complaint
Review of complaint
What will happen next?
Your complaint cannot be more than 6 months old after becoming aware of the complaint. If you have delayed your complaint more than 6 months after becoming aware of the facts which give rise to your complaint, we may refuse to hear your complaint.
We will provide you with a written acknowledgement within five working days of receipt, outlining how your complaint will be investigated.
We will then write to you within four weeks either with a final response to your complaint or with an explanation as to why we are not then able to resolve your complaint. In the later case we will write to you again within four weeks either with a final response to your complaint or a handling response with an explanation as to why we are not then able to resolve your complaint and we will tell you when we expect to make contact with you, this will be within eight weeks of your initial complaint.
At the end of the eight weeks after receipt of your complaint, the department manager will either send you a final response letter or will explain that we are not in a position at this stage to make a final response, giving reasons for any delays and will indicate when we will be in a position to make a final response.
If at this point you are still dissatisfied with the delay in resolving your complaint, we may refer you to the Claims Management Regulator (see below)
If we at the final review stage we feel that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress which you may accept.
The redress will not always involve financial redress. It may involve an apology, an offer to re-do the work or the refund of a fee. Where financial redress is deemed appropriate, it will include a reasonable rate of interest. Following a final response, or if a complaint is not resolved after eight weeks, you may refer the handling of the complaint to the Claims Manager Regulator (details below).
Still Dissatisfied?
What if I am not satisfied with the initial response?
If you are dissatisfied with the delay, you may refer the handling of the complaint to the Claims Management Regulator. The details are as follows: -
Monitoring & Compliance Unit
PO Box 7284
Burton on Trent
Staffordshire
DE14 9DP
0845 450 6858
or e-mail: info@claimsregulation.gov.uk
