2. We reserve the right to decline to consider a complaint that is made more than 6 months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will acknowledge your complaint within 10 working days of receipt.

4. Within four weeks of receiving a complaint, we will send you either;
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. Within eight weeks of receiving a complaint, we will send you either;
a) a final response which adequately addresses the complaint; or
b) a response which: Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible. Appropriate redress may not be financial; it may involve an apology, an offer to redo the work or the refund of a fee.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk
Tel: 0845 4506858

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint; however, he cannot determine a complaint or award compensation.