Complaints Procedure
Who do I make my Complaint to?
You can register your complaint either with Director or Secretary. To do so
please contact via the following means:
1. By post at
46 Summer Rd, Erdington, Birmingham B23 6UR
2. By e-mail to
info@royalclaims.co.uk; or
3. By telephone on
0121 373 7777; or
4. In person.
Please mark all correspondence with your reference number to allow us to investigate your complaint quickly.
Note: We will be unable to consider a
complaint made more than 6 months after the cause of the complaint.
How do we investigate your Complaint?
Every complaint is acknowledged within 5 working days in writing. It will be logged centrally within the firm so that we can monitor progress on how it is being handled. The identity of the person handling your complaint will set out in this letter and a copy of this procedure will be included.
Our aim is to respond to your complaint in full within 28 days, and we are able to achieve that in most cases. If however that will not be possible, we will let you know when you will receive a full response. A review of your file with the person handling the matter will be conducted by Director or Secretary. He/She will make any wider enquiries internally that may be necessary.
If we can not supply a response within 8 weeks after receipt of your complaint, we will let you know why we are not in a position to make a final response and indicate when we expect to be able to make a final response. If you are dissatisfied with the delay, you may refer the handling of the complaint to the Claims Management Regulator.
Response
After full investigation, we will reply to you, usually in writing, and we may suggest a meeting. We will tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
Regulator
If you are not satisfied with our response to your complaint, we will refer you
to the Claims Management Regulator.
The Claims Management Regulator is an independent organization established by
the Department for Ministry of Justice to deal with complaints against regulated
Claims Management Companies. The Claims Management Regulator is a professional
body which has powers and responsibilities to ensure that all Claims Management
Companies observe proper standards of behavior and provide professional services
of an adequate standard.
Before it will consider a complaint, the Claims Management Regulator generally
requires that the firm's internal Complaints Procedure has been exhausted. If
the Claims Management Regulator is satisfied that the firm's proposals for
resolving a complaint are reasonable, it may decline to investigate further. At
your request, we will supply you with the name, address, telephone number and
e-mail address of the Claims Management Regulator.
Road Traffic Accident Work Injury Slip & Trip Accident WhiplashReplacements
Taxi, Private Hire,Car, 9-Seaters,
Multi-Seater and Prestige
Our client's
Testimonials