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Complaints Procedure

Making a claim

Royal Claims Complaint Procedure

  1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

    1. By post at 46 Summer Rd, Edington, Birmingham B23 6UR

    2. By e-mail to info@royalclaims.co.uk; or

    3. By telephone on 0121 377 7978 or

    4. In person

  2. We reserve the right to decline to consider a complaint that is made more than six 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 send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

  4. Within four weeks of receiving a complaint, we will send you either:

    1. a final response which adequately addresses the complaint; or

    2. 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:

    1. final response which adequately addresses the complaint; or

    2. response which:

    1. 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

    2. 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 and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

  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 –

If, for any reason, our investigation is not concluded within eight weeks, the Complaints Officer will write to you again, informing you of the reasons for further delay or final response and advising that if you are not satisfied with our progress you may refer the complaint to the Legal Ombudsman explaining that a final response is not made and giving reason for further delay and indicate when it expects to be able to provide final response. This letter will also point out that such a referral should be made within the next six months or you may lose that right. Our letter will include the address, email and telephone number of the regulator.

If, however, you are not satisfied with the progress of our investigation you may refer to the Legal Ombudsman

Legal Ombudsman Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ tel:0300 555 0333

enquiries@legalombudsman.org.uk

Where legal Ombudsman request assistance in connection with investigation consideration or determination of complaint under the ombudsman scheme we will provide assistance with the matter as reasonable to give under the notice Legal Ombudsman under section 147 of the Legal Services Act 2007 also comply with any direction contained in determination made by the Legal Ombudsman under section 137 (2) OF Legal Services Act 2007 where determination is accepted by complainant and is binding and final

Records of complaints must be maintained, and provide to Regulators, on request, on details of all complaints handled under the rules. Please note that if you do wish to exercise your right to refer the complaint to the regulator, you should do so within six months of the date of this letter or you may lose that right.

Vulnerable Persons: GR 2 of the Conduct of Authorised Persons Rules 2014 (CAPR) requires a business to conduct itself responsibly; you must have procedures in place to identify vulnerable consumers. The existence of an appropriate policy would significantly reduce the risk of potentially breaching CSR 1 b), through failure to identify client vulnerabilities.

The amendments to GR 2, which are effective from October 2014, require that businesses “have appropriate procedures in place for early identification and protection of vulnerable consumers and give due consideration to obligations under any relevant legislation”. The Direct Marketing Association (UK) Ltd has issued a White Paper, ‘Guidelines for call centres dealing with vulnerable consumers’ published by The Contact Centres and Telemarketing Council in November 2012. These guidelines have been prepared as a practical framework to help organisations develop their own internal procedures for dealing with the vulnerable consumers they speak to over the telephone.

The DMA encourages organisations to implement these guidelines which can be downloaded at: http://dma.org.uk/toolkit/white-paper-guidelines-call-centres-dealing-vulnerable-consumers.

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Compensation claim, car accident claim, whiplash injury, work accident,
other personal injury claim.

Regulated by the Claims Management Regulator in repect of regulated claims
management activities CRM 10030 and our registration is recorded on the website
www.claimsregulation.gov.uk.


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