If you receive a complaint

What counts as a complaint?

This could be something a complainant thinks that you may have done wrong, or something that you should have done but did not do. They may notify you of their complaint verbally or in writing.

Even if you believe there is no basis or justification for complaint, any complaint received should be treated seriously and in accordance with your in-house complaints procedure.

Why do I need an in-house complaints procedure?

You are obliged under your terms of membership to maintain and operate an in-house complaints procedure. This must be in writing and should explain how to complain to you and, if they remain dissatisfied, to the Ombudsman. The procedure must be made available to the complainant upon request.

Procedures may vary from agent to agent, however if you have agreed to abide by a Code of Practice there are specific timescales to adhere to. We will use these timescales as best practice when reviewing complaints against those agents registered for redress.

How should I deal with a verbal complaint?

If you receive a complaint either by telephone or in person, ensure that you make a record, noting important details such as the date and time.

At this point you should:

  • Give the complainant a copy of your in-house complaints procedure and request that the complaint is put to you in writing.
  • Tell the complainant the name of the individual to whom the complaint should be addressed. Explain that this is necessary to assist with the matter being investigated.

Follow and explain the timescales set out in our codes of practice.

Should I notify my insurers?

Yes, any complaints which might subsequently be referred to the Ombudsman should, at the earliest opportunity, be notified to your PI Insurers, as there may be a potential claim in line with the extension to the policy required to deal with any future award that may be made against you.