Statutory guidance

Claims management regulation: Complaints Handling Rules 2015

Rules on how to handle client complaints, including procedures your business must set up and how quickly you need to respond to complaints

From:
Ministry of Justice
Published
18 December 2014

This publication was withdrawn on

This page has been withdrawn because it’s out of date. Responsibility for the regulation of Claims Management Companies has been taken over by the Financial Conduct Authority.

Documents

CMR: Complaints Handling Rules 2015

PDF, 132 KB, 12 pages

Details

From 28 January 2015, the Legal Ombudsman will start receiving complaints about claims management companies (CMCs). All authorised CMCs must follow the new rules around handling complaints from clients.

This document sets out the rules around:

  • internal complaint-handling procedures
  • timescales for dealing with complaints
  • publishing procedures
  • keeping records
  • cooperation with the Legal Ombudsman

The regulator can vary, suspend or cancel the authorisation of companies that break these rules.

Updates to this page

Published 18 December 2014

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