Niche Client Services Ltd will do its utmost to provide you with the highest level of service and customer care at all times. However, we are fully aware that at times things can go wrong and we may fail to meet your expectations which you may wish to comment on. Our complaints procedure allows us to deal with complaints fairly, effectively, consistently and promptly.
A complaint is an “expression of dissatisfaction, whether oral or written, and whether justified or not”
Our complaints procedure adheres to the Ministry of Justice, Claims Management Services Regulation, Complaint Handling Rules.
What to do if you have a complaint….
A Complaint may be made in writing, by email or by telephone to…Samantha Davison, Niche Client Services Ltd, Suite 2, 351 London Road, Hadleigh, Essex SS7 2BT. Sam4u@btconnect.com. 0845 833 0381.
How we will handle your complaint…
We will acknowledge your complaint in writing within five business days of receipt of your complaint.
Within four weeks of receiving a complaint we will send you either:-
a) a final response; or b) a holding response, which explains why we are not yet in a position to resolve the complaint, what we are doing to resolve the complaint and when we expect to make contact again.
Within eight weeks of receiving the complaint we will send you either:-
a final response; or
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 full 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.
Where we decide 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.
If you remain unhappy after receiving a final response...
Please let us know in writing why you remain dissatisfied so that we can investigate further, referring to Senior Management if necessary.
If we still cannot reach a resolution…
If you are not satisfied with our response, or if a complaint is not resolved within eight weeks, you may refer your complaint to the – Claims Management Regulator, 57-60 High Street, Burton-upon-Trent, Staffordshire DE14 1JS. Telephone 0845 450 6858. Email info@claimsregulation.gov.uk.
The regulator can review the handling of the complaint and give direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.
Niche Client Services Ltd is regulated by the Ministry of Justice in respect of regulated claims management activities.
Our authorisation number is CRM 15038 and our registration is recorded on the Ministry of Justice website www.claimsregulation.gov.uk
