QUALITY OF SERVICE

Our complaints procedures are designed to be supplied on demand to any customer and automatically to all complainants.

Any complaint you have about our service should be referred in writing to:

Compliance Oversight Officer
P.O Box 141
Marple
Stockport
Cheshire
SK6 9AA

Immediately upon receipt of your complaint we will send you a written acknowledgement within five business days of receipt this will include:

• The name of the Compliance Oversight Officer and contact details.
• A statement that a written report will follow once the investigation is complete.
• Confirmation that, if your complaint has not been resolved within four weeks of receipt, a holding letter will be sent to you that confirms why we are not yet in a position to resolve your complaint and setting a date by when we will make further contact.

Where possible, we will make every effort to resolve your complaint within the first four weeks.

Within eight weeks of receiving your complaint we will either:

• Send you a final response
• Or a response explaining why the complaint investigation has not yet been completed and indicating the date by which it is expected we will write to you again

Once the investigation is complete, a final response letter will be sent by the Compliance Oversight Officer that will provide you with a summary of our investigation and our decision in the matter.

If at this stage you are dissatisfied with the outcome of our investigation, or the complaint is not resolved after eight weeks, you may refer the matter to the Claims Management Regulator

Claims Management Regulator
P.O. Box 7824
Burton on Trent
Staffordshire
DE14 9DP

Email: info@claimsregulation.gov.uk

Telephone: 0845 4506858

The Regulator can review the handling of your case and can give further direction on the handling of your complaint, but cannot determine a complaint or award compensation.