Customer Feedback and Complaints

We welcome your questions and comments about privacy issues and the design of our web site. Should you have such comments or even if you have a complaint about how we are using your personal data, please send an email to Customer Services at the following email address:

Alternatively you can write to us at the following address;

ClearToday
The Light Box
111 Power Road,
Chiswick.
London W4 5PY

Complaints Handling Procedure

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. Confirmation of complaint details will be requested for clarification in writing and logged by the company.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became 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.

3. 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 for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to investigate and bring the complaint to a satisfactory conclusion.

4. Within four weeks of receiving a complaint, we will send you either:

  • a) a final response which adequately addresses the complaint; or
  • b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. With eight weeks of receiving a complaint we will send you either:

  • a) a final response which adequately addresses the complaint; or
  • b) a response which:

    (i) 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

    (ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. 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 offer of redress which you accept. Appropriate redress will not always involve financial redress.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to,

Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP


Tel: 0845 643 2846

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award.

ClearToday Customer Services email:

Conduct of Business

All of our agents representing My Claims Supermarket are governed by the Ministry of Justice rules and guidelines. All of the conversations that our advisors engage with clients are recorded and monitored for compliance and quality purposes.

We have detailed below the guide lines and framework that we operate within whilst carrying out the claims management process.

1. Conduct of Authorised Persons Rules

This is the most important document for businesses providing claims management services.

The rules are split into two parts.

The General Rules cover;

  • Requirements for businesses to certify that they comply with the rules.
  • Financial requirements.
  • Arrangements in respect of enforcement, discipline and provision of information.
  • Arrangements for the provision of information to the Regulator.
  • Arrangements for exempt introducers.

The Client Specific Rules cover;

  • Advertising, marketing and soliciting business. ()
  • Taking on business.
  • Representing a client.
  • These rules apply as soon as a business is authorised.

2. Compliancy Section

The set out the requirements that authorised businesses must meet for dealing with complaints by clients.

They require that authorised businesses:

  • Have a written policy for handling complaints that meets certain standards.
  • Suitably publicise the policy.

If a complainant is dissatisfied with the way that a complaint has been handled then he or she can ask the Regulator to review the handling of the complaint.

The Regulator has the power to direct the business to reconsider the complaint and to refund any fees that have been paid, but cannot award compensation.

The set out the requirements for maintaining client accounts that must be met by those authorised businesses that handle client money.

The Department published a consultation on Professional Indemnity insurance on 25 May 2007.

The proposed requirement can be found at Annex B of the consultation paper.