We aim to provide excellent customer service at all times. However, we recognise that occasionally things go wrong. Complaints may be made in writing, by e-mail, by telephone or in any other form. In the case of a telephone complaint, we may ask you to put your complaint in writing to clarify the complaint so we can investigate fully.
Any complaints should be addressed to:
Mr. I Routh, Customer Care, Compi Claims Limited, 31 Hallgate, Wigan, WN1 1LR or alternatively by email to firstname.lastname@example.org
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. 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.
Within eight weeks of receiving a complaint, we will send you either:
- a) a response which adequately addresses the complaint; or
- b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
If you are dissatisfied with our response, you may request that your complaint is reviewed by a senior officer of the company. If after this you remain dissatisfied with our response, or if we are unable to issue you with a response within 8 weeks of receiving your complaint, you may refer the matter to the The Legal Ombudsman Service at:
PO Box 6806
Telephone: 0300 555 0333
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.