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ABC INCORPORATION LTD

COMPLAINTS PROCEDURES

This document will be supplied on request and will be automatically provided to complainants unless we are able to resolve the complaint by the close of business on the next working day following the receipt of a complaint.

We reserve the right to decline to consider a complaint that is made more than six months after you have became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
Within 5 days of the receipt of a complaint from a client (or a client's representative), we will send a written acknowledgement. The acknowledgement will include details of the name and job title of the person handling the complaint. The acknowledgement will be accompanied by a copy of these procedures.

The complaint will be handled by a person of sufficient seniority and competence to settle the complaint and, where possible, will be someone not directly involved in the matter subject to the complaint.

All complaints will be dealt with fairly, consistently and promptly.

In most cases we would anticipate that we would be able to provide a client with a final response letter within four weeks from the receipt of the complaint. The final response letter will give full details of the client's complaint and of our internal investigation. We will also give details of the steps we propose to take to resolve the subject of the complaint or we will give an explanative of the reasons why we consider that we are not responsible.

Some complaints may be complex or may require that we communicate with other persons or firms connected with the matter subject to the complaint. In such circumstances it may not be possible to resolve the complaint within a period of four weeks. In that event our procedures are:

Within a period of four weeks of receiving a complaint we will issue:-

- A holding response explaining why we are not yet in a position to resolve the complaint. In this event we will indicate when we will make further contact (this will be within a period of eight weeks from the receipt of the complaint).

Within eight weeks after receipt of the complaint we will either send the client a final response, or

- Send an explanation that we are still not in a position to make the final response

- We will give reasons for the delay

- We will indicate when a full response can be expected

- We will inform the client that he may refer the complaint to the Claims Management Regulator if dissatisfied with the delay

Where we decide that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress you accept. Appropriate redress will not always involve financial redress.

If the client is not satisfied with our response, or if a complaint is not resolved after eight weeks, he 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, the Regulator cannot determine a complaint or award compensation.