Statutory guidance

Claims management companies: complaints handling guidance

How authorised claims management companies should handle client complaints and investigations by the regulator.



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.

Published 1 September 2013