Claims Management
Internal Complaints Handling Procedure
1. Assured Money Solutions Ltd (here to referred to as AMS within this internal complaints handling procedure document) is regulated by the Ministry of Justice in respect of regulated claims management activities; its registration is recorded on the website www.claimsregulation.gov.uk
2. Complaints Handling Rules 2003:
Complaints handling procedures.
Assured Money Solutions Ltd has in place and operates an appropriate and effective internal complaints handling procedure (this is also available in writing) for handling any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about AMS business provision of a Regulated Claims Management Service. Full details are available in writing upon request.
II. The procedure.
Assured Money Solutions Ltd internal complaints handling procedure makes provisions for:
a) a complainant to make a complaint by any reasonable means i.e. telephone, letter, email or in person.
b) any complaints made against AMS will be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter, which is the subject of the complaint.
c) the person charged with responding to complaints will have sufficient seniority and authority to settle such complaints (including the offering of redress where appropriate) or to have ready access to someone who has the necessary seniority and authority and;
d) responses to complaints to address adequately the subject matter of the complaint and, where the complaint is upheld, to offer redress.
III. Timescale for dealing with complaints.
1) AMS may decline to consider a complaint that is made more than six months after the complainant became aware of the cause of the complaint.
2) AMS will send a written or electronic acknowledgement of a complaint within 5 business days of receipt, giving the name or job title of the individual handling the complaint on behalf of AMS, together with details of AMS internal complaint handling procedure.
3) AMS will, within four weeks of receiving a complaint, sent to the complainant either; a final response or
b. a holding response, which explains why it is not yet in position to resolve the complaint and indicating when AMS will make further contact. In any event, this contact would be made within eight weeks of receipt of the complaint.
4) AMS undertakes, by the end of eight weeks after its receipt of a complaint to, send the complainant, either;
a) a final response; or
b) a response which:
(1) explains that AMS is not in position to make a final response and give reasons for the further delay indicating when the business expects to be able to provide a final response;
(2) and inform the complainant that he or she may refer the handling of the complaint to the Claims Management Regulator if dissatisfied with the delay.
IV. Providing redress.
1. AMS in deciding whether redress is appropriate or not will provide the complainant with fair compensation for any act or emissions for which it was responsible and comply with any offer of redress, which the complainant accepts.
2. Appropriate redress will not always and inevitably not involve financial redress. It may involve an apology, an offer to redo the work or the refund of a fee. Where financial redress is deemed appropriate, it may include a reasonable rate of interest.
V. Reference to the Claims Management Regulator
In making a final response, or if a complaint is not resolved after eight weeks, AMS will indicate to any complainant that if he or she is not satisfied with the outcome he or she may refer the handling of the complaint to the Claims Management Regulator.AMS undertakes to supply the complainant with the address, telephone number and the email address of the regulator.
Record Keeping
AMS will maintain records and provide details of all complaints to the regulator on request.
Debt Management
Internal Complaints Handling Procedure
Complaints policy for Assured Money Solutions Ltd
This page contains guidance on our internal complaints procedure.
The majority of complaints can be resolved informally and swiftly by discussing your issue with a member of the team here at AMS. We would always encourage you to discuss your concerns with one of our members of staff in the first instance as many complaints can be resolved speedily to everyone’s satisfaction and we would always see this as your first port of call.
If after discussing any issues and concerns, you still remain dissatisfied then you can make a formal complaint by telephone or by writing to our Complaints Officer Assured Money Solutions Ltd 48 Low Street, Portland Square, Sutton in Ashfield, Nottinghamshire NG17 1DG. We follow the complaints handling process that the Financial Ombudsman Service has in place.
Our Complaints Officer will decide whether your complaint can be resolved by a team leader or case administrator or is of a serious nature and must therefore be handled by either the Complaints Officer or our Solicitor.
Our Complaints Officer will then send you a standard acknowledgment letter within 5 business days of receipt of the complaint giving the name of the individual handling the complaint together with details of our complaints handling procedure. There is a PDF version of this process that you can print off or please telephone for a copy to be sent to you.
A final or holding response will be sent to you within 4 weeks. Any holding response will explain why we have not yet been able to resolve the complaint and that we will make further contact (within 8 weeks of receipt of the complaint).
We must send a detailed written response within 8 weeks of receipt of the complaint or explain why there has been further delay.
The written response will offer redress (whether or not the complaint is accepted) or reject the complaint with reasons for doing so.
If you remain dissatisfied, you can raise the matter with our Solicitor.
Ultimately if you remain dissatisfied with our final response, you can contact either the Insolvency Practitioners’ regulators who are the Institute of Chartered Accountants, the Financial Services Ombudsman or the Debt Managers Standards Association (“DEMSA”) where there has been a breach of their code of conduct. We have also listed the details down for the Office of Fair Trading.
Where an Insolvency Practitioner has been appointed as your Nominee or Supervisor then the relevant regulator is the Institute of Chartered Accountants.
The address for the Institute of Chartered Accountants is:
Professional Conduct Department
The Institute of Chartered Accountants in England and Wales
Metropolitan House
321 Avebury Boulevard
Milton Keynes
MK9 2FZ
The address for the Financial Ombudsman Service is:
South Quay Plaza
183 Marsh Wall
London
E14 9SR
The address for DEMSA is:
West Point
Westland Square
Leeds
LS11 5SS
The Address For The Office of Fair Trading is:
Enquiries and Reporting Centre
Office of Fair Trading
Fleetbank House
2-6 Salisbury Square
London
EC4Y 8JX.
The address for the Ministry of Justice is:
Claims Management Regulation
Monitoring and Compliance Unit
57 – 60 High Street
Burton–upon–Trent
Staffordshire
DE14 1JS
On our website by clicking on the words “Claims Management Regulation” you will be directed to our separate complaint handling process which is written with specific regard to our Claims Division for AMS, ppiguy.co.uk and any other trading styles that are registered with the Ministry of Justice. Our details can be found at www.claimsregulation.gov.uk CRM21773
