Complaints Procedure

At JSK Claims we ensure that we carry out work on your behalf with care and attention. However in the unlikely event that you feel that you have reason to complain then we are more than happy to listen and deal with your concerns.

Please address all correspondence to Heena Kishore. If you wish to make a complaint about our service or any matter related to our handling of our claim then please note the following:

1. Write in to us or email us with details of your complaint.
    

2. We will acknowledge your correspondence within 5 working days.
    

3. We will investigate your complaint and gather the relevant information. We may contact you to obtain any further information from you.


We aim to write to you with a response within 4 weeks of receipt of your complaint. If we are unable to give a full reply within four weeks from receipt of your complaint, we will write to you in order to keep you informed. If, after a further four weeks, we have still not resolved your complaint we will again write to you keeping you informed of our progress.
 

4. We will write to you with a thorough response with details of how we propose to resolve matters or if we feel that the complaint is unfounded then we shall give full reasons as to how we came to that conclusion.
    

5. The procedure set out above falls within the rules of The Ministry of Justice. We hope to come to an amicable settlement of your complaint. If you do not accept our final decision in the matter or if our investigations have not been completed within eight weeks you may be eligible to refer your complaint to The Claims Management Regulation Monitoring & Compliance Unit. We will inform you if you have the right to refer to The Claims Management Regulation Monitoring & Compliance Unit either:

• In our final response (in which we will point out that you should do so within six weeks of the date of the letter) or

• In the letter sent eight weeks after we received the complaint, whichever is sooner.

If we feel that redress is appropriate then we will provide fair compensation to the Complainant for any acts of omissions for which JSK Claims is responsible. Appropriate redress may not be financial. It may involve an apology, an offer to re-do the work or refund of a fee.

Please note that you are not obliged to wait for a final decision to be made on your complaint by us. You can refer your complaint directly to the Ministry of Justice at any time. The contact address for the Ministry of Justice is:

Claims Management Regulation Monitoring and Compliance Unit Ministry of Justice
57-60 High St.
Burton on Trent
Staffordshire DE14 1JS