Providing an excellent level of service to our customers is very important to us.
Therefore, if you are unhappy or have any concerns about the way in which we have handled your claim, please let us know. We will try to resolve the matter to your satisfaction as soon as we can.
If you remain unhappy then you can make a formal complaint.
Our internal complaints procedure is designed to deal with your complaint quickly, fairly and efficiently.
How to complain By Letter:
Copious Ltd, 2A Crown Business Park, Cowm Top Lane, Rochdale, Greater Manchester, OL11 2PU
By Email
Acknowledging your complaint
We will send you an acknowledgement, either in writing or by e-mail, within five working days of receipt.
We will confirm the person who will be handling your complaint. Wherever possible, that person will not have been directly involved in the matter, which is the subject of your complaint, and will have authority to settle the complaint.
Investigating your complaint
We will fully investigate your complaint and aim to issue our final response to you within four weeks. If we are unable to send you a final response within four weeks, we will contact you giving reasons. We will then strive to issue our final response within the next four weeks. If, after that further four week period, we are still not in a position to issue our final response, we will write to you giving reasons for the further delay and indicating when we expect to be able to provide a final response. If you are unhappy with the delay, then you will be able to refer the handling of your complaint to the Claims Management Regulator.
Our decision
Our final response will explain the reasons why we have upheld or rejected your complaint.
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. Please note that appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of issuing our final response, we will assume that you are satisfied with the outcome.