A Guide to InterResolve’s Complaints Handling Procedure
InterResolve is committed to provide the best customer service possible – ensuring you receive a personal, caring and efficient service at all times. The InterResolve Complaints Handling Procedure is part of this.
We do recognise, however, that sometimes things can go wrong, so we need to know about it quickly in order to understand why and take steps to ensure that it doesn’t happen again. We value your comments and recognise that they will help us improve our service to you.
If you have something you want to tell us or want to make a complaint, you can be assured that your comments will be treated seriously and confidentially. Our aim is to resolve any problem fairly and quickly.
There are 3 easy steps:
- It helps if you can let us know of any concerns as soon as possible to nip it in the bud. Inform the person you usually deal with at InterResolve, or ask to speak to the supervisor or manager in that department. You will need to tell us whether you wish your concerns to be treated as a formal complaint, which you may do either in writing, email or phone.
- We will acknowledge. normally electronically, any formal complaint within 5 working days of its receipt, explaining who will be looking into it (wherever possible, someone who has not been involved in the matter which forms the subject of your complaint) and when you can expect a response.
- Our response will be provided in writing as soon as possible – in any event by no later than 4 weeks. If we decide that we have fallen short of the standards of service we want or ought to be providing, the response may include an offer of redress where appropriate.
We hope that this complaints procedure will provide a satisfactory resolution of any complaint you might have. However, if you are not satified with our response or if it is delayed beyond 4 weeks, you can ask for your complaint to be referred to the Director in Charge of Client Relations, who will conduct a full review and then write to you. Wherever possible, you will receive this letter within 8 weeks from the time you made your formal complaint.
There are also 2 external organisations to which you may be able to refer your complaint, although unless there has been a delay beyond the 8 week period they may require you to have completed our internal complaints procedure before they will consider it.
We are members of the Claims Standards Council
Claims Standards Council
69 Wigmore Street
London
W1U 1PZ
info@claimscouncil.org
0870 444 6454
We are regulated by the Ministry of Justice in respect of regulated claims management activities; our registration is recorded on the websitewww.claimsregulation.gov.uk
The Claims Standards Regulator
Monitoring and Compliance Unit
57 – 60 High Street
Burton upon Trent
Staffordshire
DE14 1JS
info@claimsregulation.gov.uk
0845 450 6858
Fraud Policy Statement
At InterResolve we take the issue of fraud very seriously.
Fraudulent & inflated claims cost the Insurance industry £1.9 billion each year & add £44 to annual premiums paid by honest customers.* (data source)
InterResolve is committed to the prevention and detection of fraud.
We may at any time:-
- Validate customer’s identities.
- Share information about our customers with fraud detection & prevention organisations including the Police.
- Check details provided in connection with reported claims.
If false or inaccurate information is provided and fraud is identified, details will be passed to Fraud Prevention Agencies.
Police or other Law enforcement Agencies may also access and use this information.
InterResolve ensures that all its business partners & potential customers are fully aware of our attitude towards fraud and that this policy statement is brought to their attention.
The Fraud Policy is endorsed and supported by the Board of Directors & Chief Executive Officer of InterResolve.
InterResolve defines fraud as:-
- Any attempt to gain funds, information or other assets by deception or other illegal means, whether acting alone or in collusion with others.
- The provision or omission of material facts with a view to misrepresenting the true position.
- Deliberate exaggeration of claims or symptoms
We participate in Insurance claims anti-fraud initiatives & screening solutions through our membership of The Insurance Fraud Investigators Group (IFIG), Netfoil and other industry forums.
Data Protection
We process our customer’s information in accordance with the Data Protection act 1998. The data is shared with relevant approved organisations for fraud prevention. For additional information, please refer to the Data Protection & Information Security statement contained on our website.
CMC Registration Information
InterMediation
International House
1 St Katharine’s Way
London
E1W 1UN
Email: resolved@inter-resolve.com
Tel: 020 7977 0600
Co Reg: 03245756
Primary Contact: John Gunner
About InterMediation
InterMediation Group Limited was established in 1999
The InterMediation Panel IM100 holds details of 100 Mediators across the full range of expertise and sectors.
InterMediation and its Mediators carry Professional Indemnity Insurance of £1,000,000.
InterMediation is a signatory of the EU Code of Conduct for Mediators, has adopted the CMC Code of Good Practice for Mediation Organisations and supports the CMC Code of Practice for Mediators
InterMediation has adopted and follows the CMC Code of Good Practice for Mediation Organisations
Details of the IM Complaints Procedure are made available to all clients and, in addition, cooperates with and follows the CMC Independendent Mediation Complaints Review Body
Mediators on the InterMediation Panel are required to have successfully completed not less than the CMC requirement of a minimum of 24 hours training together with a successful assessment
Mediators on the InterMediation Panel are required to undertake CPD as stipulated by their own training and/or accrediting body which shall be not less than the CMC minimum of 6 hours annually.
InterMediation and its parent company InterResolve are equal opportunities employers and are full committed to diversity and anti-discrimination
InterMediation covers the entire UK and globally by arrangement through its Industry Scheme Mediations and provides Mediators for other Mediation Schemes across the UK as promulgated from time to time.
InterMediation provides Mediators which the appropriate knowledge, skill and experience for the full range of civil, commercial and workplace disputes and specializes in insurance industry and related schemes
From the IM 100 Panel the number of Mediators for each type of dispute varies from time to time but from 5 for Area Court Scheme disputes to 100 covering the full range of specialist and general commercial and civil disputes.
