This policy sets out the process by which Guardian Claims Management Services Limited will deal with complaints about the personal and professional behaviour of Guardian Claims Management Services Limited’s staff or the service offered by Guardian Claims Management Services Limited. It is intended for use by anyone who comes into contact with the staff of Guardian Claims Management Services Limited or anyone who employs the services of Guardian Claims Management Services Limited.
Guardian Claims Management Services Limited is committed to treating everyone with respect and professionalism. Our teams are expected to maintain high standards of professional and personal behaviour. Guardian Claims Management Services Limited will endeavor to deal with any complaint about a failure to meet those standards promptly, fairly and effectively.
Complaint means any expression of dissatisfaction towards a member of Guardian Claims Management Services Limited staff because of their actions, failure to act, unsatisfactory behaviour, inappropriate manner or failure to provide an expected level of service.
The complaints procedure is the process by which Guardian Claims Management Services Limited investigates, responds to and seeks to resolve a complaint it receives.
Complainant is anyone seeking to make a complaint.
Our aim is to ensure that each and every customer has a fair amount of time in which to raise their concerns and so we will allow 6 years from the date that you signed our agreement or, if not brought within that time, 3 years from the date you became reasonably aware of your cause for complaint (capped at 15 years from the date of signing our agreement).
Overview of the Complaints Process
If the complainant believes there has been a breach of professional standards by Guardian Claims Management Services Limited or a team member, s/he should take the following actions:
- Contact the member of staff involved outlining the substance of the complaint. The staff member should seek to resolve the issue immediately.
- If the staff member involved is unable to deal with the matter or if s/he fails to respond, the complainant should contact the line manager, who should try to resolve the matter immediately. Any member of staff will help a complainant identify the right person to contact.
- If the matter remains unresolved, the complainant may wish to use the formal procedure.
- The complainant should communicate the complaint formally to the Compliance department stating their concerns and the outcome sought. This can be done by letter, e-mail or telephone.
- Once a complaint has been received, it will be acknowledged in writing within 5 working days. The Manager will either investigate the matter themselves or appoint a member of their team to investigate the complaint. The complainant will be told who is dealing with the complaint, what action is being taken and when s/he can expect to receive a full reply. All endeavours will be made to ensure that the complaint is investigated by somebody who has had no prior involvement in the matter.
- The next step is to begin the investigation into the complaint. Further information may be sought at this stage from the complainant or another party in order to assist in the investigation.
- If it has not been possible to respond to the complaint within 28 days of receiving it, a letter will be sent to the complainant explaining that the investigation has not been finalised yet and providing an approximate time for when they can expect to receive the response.
- If after a further 28 days after sending the previous letter, the investigation is still incomplete; another letter will be sent to the complainant apologising for the continued delay and explaining what is causing it. If the complainant is dissatisfied with how the complaint has been handled at this stage, they are entitled to refer their complaint to the Legal Ombudsman. Full details of how to contact them will be provided in this letter.
- Once the Compliance team has concluded their investigation, they will issue a written final response. The response will contain all of the relevant information to assure the complainant that their complaint has been properly investigated. If the complaint is upheld, a full apology will be given and, as far as possible, the investigating officer should say what action will be taken to prevent a recurrence.
|In writing:||Guardian Claim Management Services
11 Primrose Bank
|By telephone:||0161 870 2224
between 10.00am – 5.00pmCalls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
If I remain dissatisfied after receiving your final response, what else can I do?
If we are unable to resolve your concerns then you can refer your complaint to the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.
If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
|In writing:||Legal Ombudsman
PO Box 6804
|By telephone:||0300 555 0333
between 8.30am – 5.30pmCalls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.