Claims management regulation: Complaints Handling Rules 2006

Rules on how to handle client complaints, including procedures your business must set up and how quickly you need to respond to complaints.



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.

Published 1 January 2006