COMPLAINTS PROCEDURE
CIAG COMPLAINTS HANDLING PROCEDURE
INTRODUCTION
The Cold Injury Advice Group (CIAG) operates an appropriate and effective complaints handling procedure in accordance with the Claims Management Service Regulation Complaints Handling Rules 2006.
This procedure will apply to all complaints from 6th April 2007.
COMPLAINTS HANDLING PROCEDURE
1. A complaint shall be defined as any expression of dissatisfaction, whether or oral or written, and whether justified or not, from or on behalf of any person receiving advice though the Group. Although the Claims Management Services Regulations Complaints Handling Rules 2006 only apply to a person using a service regulated under the Compensation Act 2006 the CIAG’s complaints procedure will apply to a person receiving services from the Group in relation to their cold injury whether or not that service is so regulated.
2. A complaint may be made by any reasonable means. Such means will include, but is not limited to, letter, telephone, e-mail or in person.
3. All complaints will be investigated by the CIAG Complaints Officer who will be a person of sufficient competence. Where the Complaints Officer was directly involved in the matter which is the subject of the complaint the group may appoint another person of sufficient competence to investigate.
4. All complaints will be responded to formally and in writing. Such response will adequately address the subject matter of the complaints.
5. The person charged with responding to the complaints shall have the authority to settle complaints and, in appropriate cases, to offer redress.
6. Where the CIAG decides that redress is appropriate, such redress will
not be by way of financial compensation unless there is a legal entitlement to such compensation. The CIAG is purely an advisory service and will not itself enter into the contract for provision of services with any client.
7. The CIAG shall not consider any complaint that is made more than six months after the complainant became aware of the cause of the complaint.
8. All complaints will be acknowledged in writing within five business days of receipt. Such acknowledgement will provide the name or job title of the individual handling the complaint, together with details of the CIAG’s internal complaints handling procedures.
9. The CIAG, will, within four weeks of receiving a complaint, send the complainant either:-
a) A final response or;
b) A holding response, which explains why it is not yet in a position to resolve the complaint and indicates when the group will make further contact, which will be within eight weeks of the receipt of the complaint at the latest.
10. The CIAG will, by the end of the eight weeks after its receipt of a complaint, send the complainant either:-
a) A final response or;
b) A response which:-
i. Explains that the group is still not in a position to make a final response, gives reasons for the further delay and indicates when it will expect to be able to provide a final response; and
ii. Informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if he/she is dissatisfied with the delay.
11. The CIAG will publish details of its internal complaints handling
procedures on its website, supply a copy on request to a complainant and supply a copy automatically to the complainant when it receives a complaint.
12. In making a final response, or if a complaint is not received after eight weeks, the CIAG will indicate to the complainant that if he/she is not satisfied, he/she may refer the handling of the complaint to the Claims Management Regulator and must give the complainant the address, phone number and e-mail address of the Regulator.
13. The CIAG will maintain records, and provide to the Regulation, on request, details of all complaints handled under these rules.
