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Complaints Charter

Purpose

To ensure all complaints are handled promptly and to a satisfactory conclusion. If however a satisfactory conclusion cannot be agreed, a final decision communicated to the customer within a reasonable period of time. Our procedures comply fully with industry and statutory protocols and regulations.

Definition

Whilst the definition of complaint maybe somewhat subjective, MI Adjusting will consider any expression of dissatisfaction, whether it be verbal or in writing, regarding our service, as a complaint.

Procedures

At MI Adjusting, we make every effort to provide a level or service in which we can take pride. However, if you feel that you may have cause to complain regarding our service, we will treat your complaint with the necessary care and attention. We will handle your complaint in a courteous, considerate and professional manner. All our staff are fully conversant with this charter and our complaints handling protocol including the completion of a Procedure 1.3 report, in line with our ISO 9001 Operating Procedures.

On receipt of a complaint, either verbally or in writing, we will endeavour to establish whether the nature of the complaint is such that it can be resolved immediately. If your concerns have not been resolved by the loss adjuster handling your claim, the matter will be referred to the appropriate line manager.

The line manager will contact you to discuss the details of your complaint and provide you with reassurance that the matters giving rise to the complaint will be considered under their control and supervision. If the complaint is found to be justified the matter will be settled as quickly as possible.

In the event that your complaint cannot be resolved by the means above, it will be referred to a member of the senior management team.

If no resolution can be agreed, you may have the right to refer to the Financial Ombudsman Service. Their authority is restricted to certain categories of business only, details of which can be obtained by contacting the F.O.S.

Service Standards Business Days

Event Action by MI Adjusting

Day One
Acknowledge complaint and, if possible, resolve. Acknowledgement to include the identity of the person handling the complaint.
Day Five
If not capable of resolution at this stage, provide you with an action plan mapping the way forward.
Day Ten
Final decision in writing, if at all possible. There maybe some aspects which cannot be resolved due to matters beyond our control and, if so, we will update you regularly.
Day Twenty
We would expect by far the majority of complaints to be resolved within this period and If not, we will provide you with a written explanation, which will either: Accept the complaint is justified and take the appropriate steps to settle the matter; Reject the complaint, giving full reasons for doing so; A combination of the above.

If we cannot adhere to these timescales we will inform you, in writing, of the reasons why we have been unable to do so and give you details of when you can expect to receive a final response.

This does not affect your right to refer the matter to the Financial Ombudsman Service, if eligible to do so.

MI Adjusting
Board of Directors