ROUTEN CHAPLIN MINISTRY OF JUSTICE COMPLAINTS HANDLING PROCEDURES
Routen Chaplin is required by its Regulator, the Ministry of Justice, to have in place effective internal complaints handling procedures for handling any expression of dissatisfaction from its clients, whether oral or written and whether justified or not, about its claims management services which it provides.
Set out below are the procedures that we have put in place to ensure that complaints are handled fairly, effectively and promptly, and resolved at the earliest possible opportunity. Our objective is to resolve complaints internally, whenever possible, in order to minimise the number of cases where our clients need to refer the issue to a higher dispute resolution authority.
How to complain
If you should have any complaint about a claims service related matter or about our service generally, we would ask you to make your complaint to Rob Squire, Complaints Manager at the following address:
130 Derby Road
Long Eaton
Nottingham
NG10 4ER
You may make your complaint at any time and by any reasonable means (for example by letter, telephone, fax, e-mail or in person) although we would prefer you to contact us in writing, detailing the precise nature of your complaint, so that there can be no misunderstanding.
How we will investigate your complaint
Rob Squire, Complaints Manager will record your complaint. The complaint will then be handled either by Rob Squire, Complaints Manager himself or, where appropriate, by a member of staff of sufficient competence who was not directly involved in the matter which is the subject of your complaint.
The person handling the investigation will, however, have authority to settle complaints themselves (including the offering of redress where appropriate) or have ready access to the Board of Directors, who have that authority.
How we will respond to your complaint
Within five business days of receiving your complaint we will send you a written acknowledgement giving you the name and job title of the person who will be carrying out the investigation and when you can expect to receive a response.
Should we receive a complaint which does not relate to any claims management service that we provide, or should more appropriately be referred to another organisation, we will advise you in writing within five business days of receipt of the complaint. Where possible, we will provide you with details of to whom the complaint should be directed.
