Terms and Conditions

COMPLAINT HANDLING PROCEDURE

• Complainant can contact BMS by telephone, in person, email or in writing. If contact is made in person or by telephone the complaint must be confirmed to BMS in writing.

• BMS will acknowledge the complaint in writing and ensure that the complaint was made within six months of the complainant becoming aware of the cause of the complaint.

• BMS will acknowledge the complaint within five working days of receipt giving details of the person handling the complaint and will include a copy of BMS’s complaint handling procedure.

• BMS must by the end of the eight weeks after its receipt of a complaint, send the complainant either:
  a) a final response; or
  b) a response which:
  - explains that the business is still not in a position to make a final response, gives reasons for the further delay and indicates when it expects to be able to provide a final response; and
  - informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if he is dissatisfied with the delay.

• In making a final response, or if a complaint is not resolved after eight weeks, BMS must indicate to the complainant that if he is not satisfied he may refer the handling of the complaint to the Claims Management Regulator, and must give the complainant the address, phone number and email address of the Regulator.

• Full records must be maintained by BMS, and provided to the Regulator, on request, along with details of all complaints handled under these rules.

Please email us or call 01673 866611 for any enquiries you may have.
Our consultants look forward to hearing from you.