Internal Complaints Procedure 2007

Claims Management Service Regulation Compliant

Our promise to you

We promise to deal with your claim for recovery of bank charges in a professional, reliable and diligent manner and will always try to provide the highest level of customer service to all our customers.

In the unlikely event that you feel you must complain we ask you to follow our internal complaints procedures in order that we may rectify any problems as quickly as possible.

If we are unable to solve your complaint you ultimately have the right to refer your complaint to the Ministry of Justice at the address below.
The regulator will be responsible for the final decision and we will be bound by any decision they make.

We do hope that you will not need to complain but also hope that if you do you will find the information contained within this pack of assistance.

Ministry of Justice
Claims Management Regulation,
Monitoring and Compliance Unit,
57-60 High Street,
Burton-Upon-Trent,
Staffordshire,
DE14 1JS

Ref : CRM 5786
Ministry of Justice

Who?
In the first instance please raise any complaint with the person dealing with your bank charges case. They will acknowledge any complaint within 5 working days and provide their response within 4 weeks of your complaint.

How?
You may raise your complaint in writing, via e-mail, in person or over the telephone. A written acknowledgement will be sent to you together with a copy of these procedures within 5 working days.

What?
• If your complaint is upheld at this point the issue of redress will be considered. This may be in the form of an apology, a refund or a reduction in a future fee.

• If your complaint is not upheld you may ask that the complaint be escalated at which point the matter will be transferred to the Managing Director who will review the complaint and decide upon the same.
As above if the complaint is upheld then the matter of redress will be considered.

• Should your complaint not be upheld or should you remain dissatisfied with either how the complaint has been handled or the offer of redress you will ultimately be able to complain to the regulator at the address provided above.

You will need to quote our reference number as above and state the reason for your complaint and why you remain dissatisfied.

When?
You must refer any complaint to us within six months of the date of the incident you wish to complain about.

If your case is ongoing we will allow any complaints over six months to proceed.

However if the case has been closed we shall only store the file for six months before destroying the same in order to comply with our Data Protection obligations.

Upon receiving a complaint we shall:

• Reply in writing within 5 working days to confirm receipt of the complaint

• Provide a full response within four weeks

• If we are unable to provide a response within four weeks we shall write to you again to confirm why we are unable to respond fully and confirm that we shall provide a full response within a further four weeks.

• If we are unable to provide a full response within eight weeks of your complaint we shall write to you confirming why we are unable to provide a full response, give you a date we do expect to be in a position to provide a full response and confirm your right to refer the matter to the regulator at this stage.

• We shall co operate fully with the regulator and comply with any decision made by the regulator.

DJF Charges Consultants Ltd are regulated by the Ministry of Justice in respect of regulated claims management activities

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