Complaints Handling Scheme


1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

2. 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.

3. 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.

4. Within four weeks of receiving a complaint, we will send you either:
a) a final 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.


 

 

 

5. With eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:
i 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
ii informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. 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.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk

Tel: 0845 4506858.

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation."

 
Don't just take our word for it


"The court said the loan agreement was unenforceable under the Consumer Credit Act after the original loan company had wrapped insurance payments into the debt and then added interest and penalty payments to the total"

"The bill gives us the once-in-a-generation opportunity to prevent more people becoming trapped in grossly unfair credit deals."

"There are undoubtedly thousands, if not millions, of other unfair loans out there still to be checked."
Unenforceable Credit Agreements - The Process

According to the Consumer Credit Act (CCA), if a financial agreement or terms and conditions for products such as credit card, loan, hire purchase, mortgage or any other borrowing is missing certain important term or was written incorrectly; then you may be able stop making remainder of the repayments; or return goods and items you purchased with that loan. This type of contracts are considered unenforceable.

We will assess your credit card or loan agreement to see if it is unenforceable. The process is quite simple, all you have to do is answer a few simple questions and return a letter of Authority and fair Trading Statement. Once we have the required documentation we will ask your lender to give us a copy of your agreement. We will check through the agreement to see if it is unenforceable.

Once the assessment of your loan agreement has been evaluated, you will be notified of whether your case can be processed (your agreement is unenforceable) or not (your agreement is not unenforceable).