Statutory guidance

Claims management regulation: Complaints Handling Rules 2015

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



From 28 January 2015, the Legal Ombudsman will start receiving complaints about claims management companies (CMCs). All authorised CMCs must follow the new rules around handling complaints from clients.

This document sets out the rules around:

  • internal complaint-handling procedures
  • timescales for dealing with complaints
  • publishing procedures
  • keeping records
  • cooperation with the Legal Ombudsman

The regulator can vary, suspend or cancel the authorisation of companies that break these rules.

Published 18 December 2014