Claim Management Group have an established complaints procedure to ensure that all customer complaints are dealt with in a fair and courteous manner and that issues are resolved as efficiently as possible.
Our procedures ensure that when a complaint is received by us we will record the nature of the complaint and issue an acknowledgement letter to the client within 5 business days of receiving the complaint. The acknowledgement will provide the client with the contact name who is responsible for dealing with the complaint.
We will investigate the complaint as swiftly as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 20 business days.
We will try to resolve the complaint within 40 business days of having received the complaint. If the complaint cannot be resolved within 40 business days, the company will write to complainant notifying them of the anticipated time-frame or the conclusion of the investigation.
Within 5 business days of the conclusion of the investigation of the complaint, we will issue a resolution letter detailing the outcome of the investigation. This letter will include, if applicable, an explanation of the terms of any offer that the company is prepared to make in settlement of the complaint.
If at any time the complainant is not satisfied with the handling of their complaint or the company can not resolve the complaint within the 40 business days, the complainant will be notified of their right to refer the matter to the Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.