Objective:
To identify and track progress until resolution of customer’s complaint
Procedure:
Outlined in the flowchart on this page
Should you have a complaint, please put it in writing to:
The Customer Relations Manager,
Drive Assist UK Ltd,
Tamworth House,
Ventura Park Road,
Bitterscote, Tamworth,
Staffs B78 3LY
Telephone: Customer Services on
01827 319400
Or email: queries@driveassist.co.uk
Complaint received from customer
- Complaint details recorded on log
- Complaint acknowledged. Written complaints acknowledged in writing within 5 working days.
- Investigation made via appropriate Management.
Investigation, Action, Resolution.
Target date for first response not to exceed 4 weeks from the date complaint made.
- Letter of resolution sent to customer
- Complaint log updated
- Revise target resolution date – not to exceed 8 weeks from date made.
- Letter sent to customer to advise of extended target date.
Still unable to resolve
- Escalate to Compliance Manager for review/final decision
- Final decision letter sent to Customer
- Complaint log updated
- Details of regulator provided to customer**
**Drive Assist (UK) Ltd is directly authorised and regulated by the FSA and our authorisation number is 308595. You can check the FSA register by visiting their website at: www.fsa.gov.uk/register or by telephone on 0845 606 1234 during normal working hours.
Drive Assist (UK) Ltd. is regulated by the Ministry of Justice in respect of regulated claims management activities and our authorisation number is CMR2428. The Ministry of Justice (MOJ) is the formal regulator of the Compensation Act 2006. The registration is recorded on the website www.claimsregulation.gov.uk. Please note that Drive Assist is only regulated by the Ministry of Justice in relation to claims where the referral of personal injury claims to solicitors has taken place.
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