It is our duty to provide you with a standard of service that is of a high level. If you believe we have failed to meet that level then it is important that you tell us why so that we can try to resolve the problem. We know that sometimes things can go wrong and if this is the case your complaint is of concern to us. Our Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly.

The Complaints Procedure follows the Ministry Of Justice, Claims Management Services Regulation, Complaints handling Rules.

If you have a complaint you need to let us know. This can be done via Fax, Email, Telephone or writing. The address for such communications should be: Customer Services,

Monster Claims LTD,
82 King Street,
Manchester,
M2 4WQ.

Email: info@monsterclaims.co.uk or
Telephone: 0161 935 8420.

We are governed by time frames therefore we refuse the right to decline to consider a complaint that is made more than six months after you became aware of the complaint. There may be an example where we will waive this requirement at the company’s discretion. If you complain outside of this time limit and we waiver the six month rule we will inform of you such action in writing.

We will, within five working days upon receipt of the letter, send you a written acknowledgement of the complaint which will outline the name of the person dealing with the matter. Wherever possible the person dealing with your complaint will have had no dealings within the original complaint and will also have the authority to settle.

Within four weeks of receiving a complaint you will received the follwing information in writing:

• A final response letter which will address the complaint.

OR

• A holding response letter which outlines the reasons why we are unable to resolve the complaint at that time and indicates when we will make further contact with yourselves.

Within eight weeks of recieveing a complaint we will send you either:

• a) a final response which adequately addresses the complaint; or

• b) a response which:

i) Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii) Informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk
Tel: 0845 4506858

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint; however, he cannot determine a complaint or award compensation.