INTERNAL COMPLAINTS PROCEDURE

CRL Management Limited (“CRL”) has an internal Complaints Procedure that seeks to address concerns of customers and policyholders and ensures maximum protection is provided.    The Complaints Procedure was designed in line with the requirements of the Financial Conduct Authority, as advised by CRL’s Principal, BCR Legal Group Limited (“BCR”).

On receipt of a complaint, CRL will send the complainant an acknowledgement letter within 48 hours containing timelines of investigations and when the complainant can expect to receive a response.  The complaint will be handled by CRL’s Complaints Department.    All complaints will be logged onto CRL’s system and classified for action, following the process detailed below.

 

INVESTIGATION

 

Each complaint will be investigated fairly and thoroughly in order to identify the issues, which CRL will seek to resolve as soon as practically possible.  The investigation will focus on the issues that gave rise to the complaint and, where appropriate, the Complaints Department will consult with the relevant staff member to determine the cause of the complaint.   CRL will aim to resolve the complaint within 8 weeks.   However, if and where possible CRL will endeavour to resolve the complaint sooner.

Within the above timeframe, CRL will send the complainant a summary resolution outlining the outcome of the complaint and advise whether or not the complaint has been resolved.

 

If the complainant is dissatisfied with the outcome, they have the right to escalate the complaint to the Financial Ombudsman Services (FOS).  However, the FOS can only consider a case if the complaint is a private individual or a micro-enterprise, i.e. a business that has an annual turnover of less than two million euros and fewer than ten employees.

Customers can contact the FOS in one of the following ways:

In writing:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

By phone:

0800 023 4567

or

0300 123 9123

Website:  www.financial-ombudsman.org.uk

Please note should you wish to refer your complaint to the FOS this must be done within six months of CRL’s final response letter.

 

Informing Customers

 

CRL will ensure that parties receive regular progress updates with regards to the investigation into the complaint.  These progress updates will include reasons for delay, when CRL may require further information from the complainant in order to resolve the complaint and when they may expect to receive a final written response.

 

RECORD KEEPING

 

All complaint records will be logged on CRL’s online Complaints Register and retained for at least three years from the date the complaint is received.

Write to us

 

Customers can raise their complaint(s) in writing at:

 

Complaints Departments

CRL Management Limited

Churchill Court

3 Manor Royal

Crawley

RH10 9LU

 

Or via email to customer.services@c-r-l.com

Call Us

Customers can telephone our Customer Service Team on +44 (0)808 252 5086