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:
Step 1
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.
Step 2
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.
Step 3
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 website www.claimsregulation.gov.uk
The Claims Standards Regulator
Monitoring and Compliance Unit
57 - 60 High Street
Burton upon Trent
Staffordshire
DE14 1JS
0845 450 6858
