| At Redress Claims, customer satisfaction is of paramount importance. We constantly endeavour to ensure our service is provided in a suitably professional, proficient and expedient manner. However, if your experience deviates from these standards, a defined protocol is in place for any grievance to be highlighted and addressed according to our high standards of service delivery.
The Redress Claims complaints procedure has been specifically designed to provide a courteous and efficient solution to problematic issues and occurrences, as an ongoing indication of our commitment to the customer satisfaction.
- How can I initiate a complaint?
You may complain to:
Complaints can also be sent by e-mail to: m.hammond@redrssclaims.co.uk, our Compliance and Complaints Manager.
- How does the Redress Claims Complaints Procedure work?
Confirmation of your complaint will be issued either via e-mail or written correspondence within 5 working days of receipt.
The Redress Claims Customer Complaints Department shall rigorously investigate individual issues and report directly within a timescale conducive to the complexity of the grievance. This period shall not exceed 4 weeks from the receipt of complaint.
In the event that remedial action is appropriate, Redress Claims will make suitable reparation, whether remunerative or otherwise, for any action or inaction on our behalf where this apparent culpability is the origination of the complaint. A package of compensation shall be negotiated and agreed by both parties, within reasonable consideration to the specific details cited.
If Redress Claims receives no further contact within 14 days of issue of the Complaint Receipt Confirmation, assumption will be made that the complaint has been satisfactorily resolved.
- What happens if I am unsatisfied with the outcome?
A further review of all complaints is available and shall be carried out independent to the original Complaints Report. If you feel that this measure is suitable in your particular case, you should express this request through written correspondence, citing the details of your case.
- What happens next?
The details of your case shall be examined by the Redress Claims Complaints Department Manager, with a definitive response despatched no later than 8 weeks from the date of your initial complaint. Any future negotiation or liaison shall be carried out directly between the complaint initiator and the Redress Claims Complaints Department Manager.
- What happens if I remain dissatisfied?
In the unlikely event that a final response has been received from Redress Claims and you deem that the issue remains unresolved, you can relate the case to the Claims Management Regulator, the Ministry of Justice.
The Regulator shall only intervene in cases where a company's complaints procedures have been adhered to and exhausted. The Regulator can examine the measures with which Redress Claims have dealt with the complaint and prescribe further action. However, the Regulator cannot determine the outcome of a complaint or decide the issue of compensation.
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0871 450 6858
NB. Redress Claims reserve the right to decline consideration of a complaint which is reported more than six months after the relevant parties became aware of the cause for the complaint. | 
