Complaints Policy – Regulated Activity

We hope that you never have to complain about Intelligent Vehicle Services Limited however if you do please find below the complaints procedure that we have in place. This process complies with the requirements of one of our regulators, The Financial Ombudsman Service. Their responsibilities are to tackle bad practices within the claims management industry and take regulatory action when businesses break the rules.

Complaints can be made in writing, by email, by telephone or any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

1. We reserve the right to decline to consider a complaint that is made more than six months after you become 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.
2. 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. Wherever possible, that person will not have been directly involved in the matter which is subject of the complaint, and will have authority to settle the complaint.
3. Within eight weeks of receiving a complaint we will send you either:
4. A final response which adequately addresses the complaint, or
5. A response which:
6. 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
7. 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 offers of redress which you accept. Appropriate redress will not always involve financial redress.
8. If you are not satisfied with our response, or if a complaint is not resolved after 8 weeks, you may refer the complaint to the Legal Ombudsman whose contact details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk

Timescales

Ordinarily, you can ask the Ombudsman to look at your complaint if it meets the conditions detailed on their website.

Please address any initial complaints to

John Boyce
Managing Director
Intelligent Vehicle Services Limited
Hyde Park House
Cartwright Street
Hyde
Cheshire
SK14 4EH

Tel – 0330 0555435
Email – crm@intelligentvs.co.uk