Complaints Procedure

At Tucan Claims we strive to ensure that we put the "customer" first, and to make sure we carry out work on your behalf with the care and attention it deserves. If, in the unlikely event, you are not completely satisfied with the outcome and you feel you have cause to complain, please find below details of our business complaints procedure.

• Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. Confirmation of complaint details will be requested for clarification in writing and logged by the business. Our address for correspondence can be found on the contact us page
• We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
• We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to investigate and bring the complaint to a satisfactory conclusion.
• Within 4 weeks of receiving a complaint, we will send you either:
  a) a final response which adequately addresses the complaint;
  or
  b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
• Within 8 weeks of receiving a complaint we will send you either:
  a) a final response which adequately addresses the complaint;
  or
  b) a response which:
    i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
    ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
• Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response to your complaint, or if the complaint is not resolved after eight weeks, you may refer the complaint to the Claims Management Regulator. Contact details for the Claims Management Regulator are listed below :

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk

The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award.