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This is the government response following the consultation paper proposing amendments to the complaints handling rules which was published on 3 November 2014.
We have decided to implement the amendments to the complaints handling rules that were set out in the consultation paper.
This paper sets out for consultation proposals to amend the Complaints Handling Rules 2006 that authorised claims management companies (CMCs) need to follow when handling complaints made by their clients. The proposed changes are as a result of the intended extension of the Legal Ombudsman’s jurisdiction to consider complaints about CMCs.
The consultation is aimed at persons authorised to provide claims management services in England and Wales under the Compensation Act 2006 and those businesses and individuals considering making an application for authorisation.