Complaints Procedure for Cobley Johnson Partners
Complaints may be made in writing in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
Upon receipt of a written complaint we will acknowledge your complaint in writing within 5 days of receipt. The acknowledgement will contain details of the person who will be handling the complaint for the business and wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint. We will also provide written details of our internal complaints handling procedure.
Within four weeks of receiving a written complaint, we will send you either: a final response which adequately addresses the complaint or alternatively a holding response which explains the reasons as to why we are not yet in a position to resolve the complaint. The holding response will also indicate when we expect to make further contact with you. This will be no later than eight weeks from receipt of the complaint.
By the end of the eight weeks after receipt of a written complaint we will send you either: a final response which adequately addresses the complaint or a response which will state the reason as to why we are still not in a position to make a final response. We would also advise you when to expect to receive a final response and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
In the event that you are not happy with either our final response or if a complaint is not resolved after a period of eight weeks then you may refer the complaint to:-
Claims Management Regulator
PO BOX 7824
Burton-on-Trent
Staffordshire
DE14 9DP
Telephone: 0845 450 6858
Email:
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Please note we do reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of complaint.
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