Complaints

Dealing with complaints All complaints will be managed by the Claims Support Manager. The manager responsible for the area to which your complaint relates will handle a detailed investigation into your complaint.

Whilst it is the Company’s policy to provide the client with a first class service, it is possible that either through misunderstanding or an unknown drop in service standards you could be left feeling that you are not getting the level of service you expected and you may wish to discuss your case either with your personal advisor or a senior member of the company. For this reason we have supplied you with a complaints procedure, we welcome your comments and the opportunity to resolve any concerns you may have regarding your case, we trust that you will never need to complain about the company or any of the companies representative, however should the necessity arise, by following the procedure laid down we would hope to answer your concerns in a friendly and efficient manner.

Complaints Procedure How to complain about Strathern Associates. Strathern Associates provides a Claims Management Service to members of the public. We deliver a high quality service direct to the public and via our online web site.

Personal Relationship Manager is: Mr. Douglas McMahon

We hope that most problems can be resolved simply by getting in touch with our Personal relationship Manager. If, having done this, you remain unhappy about the problem you may wish to make a formal complaint.

Our promise to you Strathern Associates aims to provide a responsive and timely service to all our customers, we will:

• Treat all complaints seriously and deal with them properly

• Resolve complaints promptly; and

• Learn from complaints and take action to improve our service


How to make a complaint If you have a complaint about the service provided by Strathern Associates, one of its operatives, or appointed representatives you can call in person or telephone the company, alternatively you can send your complaint by post or e-mail. All contact details can be found on the ‘Contact’ page of our website. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints about Strathern Associates should be addressed to the “Complaints” Support team.

What happens next?

If you complain in person or by phone, we will try to resolve your complaint immediately. If we receive your complaint by post or e-mail you will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact the Claims Support Team. In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information regarding the complaint.

If following our response you remain dissatisfied you may ask the Regulator to conduct an independent investigation into your complaint and how it has been handled.

The Regulators address is:

Claims Management Regulator, Monitoring & Compliance Unit, PO Box 7284, Burton on Trent, Staffordshire,
DE14 9DP, telephone: 0845 450 6858, fax: 0845 450 6866, email: info@claimsregulation.gov.uk