A Guide to InterResolve’s Complaints Handling Procedure

InterResolve is committed to provide the best customer service possible – ensuring you receive a personal, caring and efficient service at all times. The InterResolve Complaints Handling Procedure is part of this.

We do recognise, however, that sometimes things can go wrong, so we need to know about it quickly in order to understand why and take steps to ensure that it doesn’t happen again. We value your comments and recognise that they will help us improve our service to you.

If you have something you want to tell us or want to make a complaint, you can be assured that your comments will be treated seriously and confidentially. Our aim is to resolve any problem fairly and quickly.

There are 3 easy steps:

  1. It helps if you can let us know of any concerns as soon as possible to nip it in the bud. Inform the person you usually deal with at InterResolve, or ask to speak to the supervisor or manager in that department. You will need to tell us whether you wish your concerns to be treated as a formal complaint, which you may do either in writing, email or phone.
  2. We will acknowledge. normally electronically, any formal complaint within 5 working days of its receipt, explaining who will be looking into it (wherever possible, someone who has not been involved in the matter which forms the subject of your complaint) and when you can expect a response.
  3. Our response will be provided in writing as soon as possible – in any event by no later than 4 weeks. If we decide that we have fallen short of the standards of service we want or ought to be providing, the response may include an offer of redress where appropriate.

We hope that this complaints procedure will provide a satisfactory resolution of any complaint you might have. However, if you are not satified with our response or if it is delayed beyond 4 weeks, you can ask for your complaint to be referred to the Director of operations, who will conduct a full review and then write to you. Wherever possible, you will receive this letter within 8 weeks from the time you made your formal complaint.

We practice what we preach about resolving problems, so where we are unable to deal with something to your satisfaction, we comply with the Directive for Consumer Alternative Dispute Resolution using independent mediation, details of which you can see at http://ec.europa.eu

We are regulated by the Ministry of Justice in respect of regulated claims management activities; our registration is recorded on the website: www.claimsregulation.gov.uk. Our authorisation number is CRM1457. You may contact them if you are unhappy with our internal complaints procedure.

Claims Management Regulator

Claims Management Regulation Unit

57 – 60 High Street
Burton upon Trent
Staffordshire
DE14 1JS

Email: authorisations@claimsregulation.gov.uk
0845 450 6858

Fraud Policy Statement

At InterResolve we take the issue of fraud very seriously.

InterResolve is committed to the prevention and detection of fraud.

We may at any time:-

  • Validate customer’s identities.
  • Share information about our customers with fraud detection & prevention organisations including the Police.
  • Check details provided in connection with reported claims.

If false or inaccurate information is provided and fraud is identified, details will be passed to Fraud Prevention Agencies.

Police or other Law enforcement Agencies may also access and use this information.

InterResolve ensures that all its business partners & potential customers are fully aware of our attitude towards fraud and that this policy statement is brought to their attention.

The Fraud Policy is endorsed and supported by the Board of Directors & Chief Executive Officer of InterResolve.

InterResolve defines fraud as:-

  • Any attempt to gain funds, information or other assets by deception or other illegal means, whether acting alone or in collusion with others.
  • The provision or omission of material facts with a view to misrepresenting the true position.
  • Deliberate exaggeration of claims or symptoms

We participate in Insurance claims anti-fraud initiatives & screening solutions through our membership of The Insurance Fraud Investigators Group (IFIG), Netfoil and other industry forums.

Data Protection

We process our customer’s information in accordance with the Data Protection act 1998. The data is shared with relevant approved organisations for fraud prevention. For additional information, please contact our accounts team at accounts@interresolve.co.uk who will be able to provide you with a copy of our Data Protection & Information Security statement.