Claims management companies: complaints handling guidance
How authorised claims management companies should handle client complaints and investigations by the regulator.
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Guidance for claims management companies to set up procedures for handling client complaints.
The document contains information on:
- what a complains scheme should cover
- how clients can make complaints
- what complaints the regulator will consider
- what the regulator can and can’t do
The regulator has the power to suspend or cancel the authorisation of companies that don’t follow the rules on complaints handling.