The following complaints procedure is made available to every client upon request and will be supplied upon receipt of a complaint. We strive to ensure that you should have no cause for complaint in relate to the service we provide to you. In the unlikely event that you wish to raise a complaint or have any other concerns with regards to any service we have provided, you may submit a formal complaint in writing. This procedure sets out the process which should be followed.
Complaints may be made in writing, either by email to firstname.lastname@example.org or via post to Reliant Complaints LTD, Britannia Buildings, 70-72 Silver Street, Doncaster, DN1 1HT. You should address your complaint to The Complaints Department.
We will send you a written or electronic acknowledgement of a complaint within five business dates of receipt, identifying the person who will be handling the complaint on behalf of Reliant Claims, along with a copy of this complaints handling procedure. Wherever possible, that person will not be involved directly in the subject of the complaint and will have authority to settle the complaint.
Within eight weeks of receiving a complaint, we will send you either:
A final response, which adequately addresses the complaint OR a response which explains why we are not yet 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.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after the states timescale, you may refer the complaint to:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ or you can email email@example.com or call on 03005550333.
Any complaints must be referred to the Legal Ombudsman within six months of the date of our final written response.