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Concept Assist Ltd - Complaints Procedure
The Compensation (Claims Management Services) Regulations 2015 Complaints Handling Procedure.
Concept Assist Limited is authorised under the Compensation Act 2006 in respect of claims management services in relation to personal injury claims. If you have a complaint in relation to management of your personnel injury claim by Vehicle Concepts Limited, the following complaints Procedure shall be followed.
- 1. – Complaints may be made in writing, by e-mail by telephone or in another form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
- 2. – We will send you in 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.
- 3. – Within eight weeks of receiving a complaint we will send you either:
- 3.1 - A final response which adequately addresses the complaint, or
- 3.2 - A response which:
- 3.2.1 - explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response and
- 3.2.2 - Informs you that you may refer the complaint to the Legal Ombudsman if you are dissatisfied with the delay.
- 4. – 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.
- 5. – If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint, to the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
Visit:
Call 0300 555 0333 between 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes. For minicom call 0300 555 1777
Email: cmc@legalombudsman.org.uk
Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
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Concept Assist Ltd
Unit 4, Birch Garage, Manchester Road, Heywood, OL10 2QD
