About CLS
Complaints Procedure
What to do if you have a complaint:
CLS Complaint Handling Procedures:
Receiving Complaints
All complaints to be received by the following address:
Conveyancing Liability Solutions Limited (CLS)
Suite 5
40 Churchill Square
Kings Hill
West Malling
ME19 4YU
Tel: 01732 897_530
Fax: 01732 897_531
or e-mail address: customerservices@clsl.co.uk
All complaints will be investigated by an appropriate employee of CLS who will have the authority to settle complaints including offering redress where necessary or will have access to a Director to authorise any redress. At your request and with your written authority we will liaise with anyone acting formally on your behalf.
Responding to Complaints (Time Limits)
- Within 5 working days of its receipt an acknowledgement letter confirming receipt of the complaint, giving the name and job title of the individual handling the complaint for CLS. It will also outline the review process that will follow. At this point CLS will inform the complainant that they will liaise with any relevant counselling organisation on their behalf where this is appropriate.
- Within 20 working days of its receipt the complainant will receive either:
- A final response in writing or
- A holding response, explaining why the complaint has not yet been resolved and also an indication of when to expect further contact.
- Within 40 working days of receiving the complaint the complainant will receive a final response in writing.
- If, due to exceptional circumstances beyond our control, we are unable to provide a final response within 40 working days the complainant will receive a written response which:
- Explains why the complaint has still not been resolved giving the reasons for the further delay and provides an indication of when to expect a final response. In cases of further delay the matter will have been bought to the attention of a Director of CLS who will intervene.
- Informs the complainant that they may refer the complaint to The Property Ombudsman Scheme implemented by the PCCB or alternatively, the Financial Ombudsman (contact details provided below) if dissatisfied with the delay.
The Final Response
Once a final decision has been made by CLS a final written response will be sent to the complainant, this response will:
- Offer redress or reject the complaint, and give reasons for doing so. Appropriate redress will not always involve financial redress as an apology may suffice in some cases.
- Inform the complainant that they can refer the matter to the The Property Ombudsman Scheme, or alternatively the Financial Ombudsman Service if dissatisfied with the final response; this must be done so within 6 months. With this final response a copy of the Financial Ombudsman Service’s explanatory leaflet will be enclosed. For the avoidance of doubt if the case is referred to The Property Ombudsman Scheme then CLS will fully cooperate with the independent adjudicator during the consideration of the complaint and will comply with any decision.
- Indicate that if a reply is not received within 8 weeks of the final response then the complaint will be regarded as closed.
Compliance of Complaint Procedures with the Financial Ombudsman Service
All complaint records will be retained for a minimum period of 3 years from the date of its receipt of the complaint. Records will be reported to the Financial Services Authority twice a year as in accordance with the Financial Ombudsman Service, and annually to the PCCB.
Contact details:
The Property Ombudsman Scheme
Milford House
43-55 Milford Street
Sailsbury
Wiltshire
SP1 2BP
Website: www.tpos.co.uk
Email: admin@tpos.co.uk
Phone: 01722 333306
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0845 080 1800
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