How To Complain
| What to do if you have a concern about our services, Give us the opportunity to put things right |
| We are committed to providing our service to the very highest standards to all of our clients, in the event you have cause to complaint, we will always try to resolve the problem quickly, efficiently and to your satisfaction. If you are unhappy with our response, you can take your complaint further through the below complaints procedure. |
| How to raise your complaint |
| We aim to resolve your concerns by the end of the next business day, sometimes it can take longer to look into the matter fully. If this happens, we will advise you within 5 working days to tell you what we are doing to resolve the problem, or to acknowledge your complaint and advise you who will be dealing your case and how to contact them for the status of your complaints. |
| We find the people you first raise the complaint with are able to help, there can be occasions when a specialist department or individual may needs to be involved in the resolve of your claim. |
To issue your complaint you can contact us on the below detail:
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| Our lines are open between 9:00am - 5:30pm Monday - Friday |
| We will then arrange for the right person to look into and respond to your concerns. |
| If you are still not satisfied with our reply |
| In the event that you remain unhappy, you can ask for your complaint to be referred to a Complaints Officer for further review. If you are dissatisfied with our response after the review, you can, at this stage, ask the Ministry of Justice for an independent review. The Ministry of Justice will only consider your complaint once you’ve tried to resolve your issues with us, so please take up your concerns with us first and we’ll do all we can to help. |
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The Ministry of Justice Claims Management Regulation Monitoring and Compliance Unit 57 – 60 High Street Burton–upon–Trent Staffordshire DE14 1JS
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