Authorised claims management companies must follow rules around handling complaints from clients.
This document sets out the rules around:
- internal complaint-handling procedures
- what the company must offer clients that complain
- timescales for dealing with complaints
- publishing procedures
- keeping records
The regulator can suspend or cancel the authorisation of companies that break these rules.
The Legal Ombudsman will start receiving complaints about claims management companies (CMCs) from 28 January 2015. After this date CMCs must follow the new Complaint Handling Rules 2015.