Complaints
Your views are important to us and we appreciate any feedback about our service. If we make a mistake we would love to know about it so we can rectify it.
We promise to investigate your complaint and will resolve problems as quickly as we can, keeping you informed every step of the way.
We take all complaints seriously and use any lessons learned to improve the way we do things.
Our Complaints handling procedure in respect of your insurance policy or our service:
Please contact our team, as soon as you can with details of your problem on 0800 059 0150 or at [email protected].
Our team will aim to give you an answer there and then, but if this is not possible, we will take details from you and you can be assured that we will conduct a full investigation.
You can also write to us at:
CIR
11th Floor, The Plaza,
St Pauls Square, Liverpool,
Merseyside L3 9QJ.
If we cannot resolve your complaint straight away due to a need to conduct a more in-depth investigation then we may need a little more time. We will always aim to give a ‘final response’ within eight weeks but if this is not possible for any reason then we will discuss this with you and give you an explanation of why and an indication of how much longer our investigation is likely to take.
We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may (subject to their eligibility rules) have the right to refer your complaint to the Financial Ombudsman Service.
You can contact them in one of the following ways:
In writing:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE
By phone: 0800 0234567 or 0300 1239123
By email: [email protected]
Website: www.financial-ombudsman.org.uk
An Eligible Complainant is defined as:
- Any private individual
- Any business with a turnover of less than £6.5 million and less than 50 staff or has a balance sheet total or less than £5 million.
- A charity which has an annual income of less than £6.5 million
- A trustee of a trust which has a net asset value of less than £5 million
- An individual who has given a guarantee or security in respect of an obligation or liability of a small business
Please understand that if you wish to refer a complaint to the Financial Ombudsman Service then you must do so within six months of receiving our final response.
Our Data Protection complaints handling procedure:
It is always our intention to provide high standards of Customer Service. However, even with the best of intentions it is sometimes possible to fail to meet expectations. If that happens, we always want to put things right as soon as possible.
We use the following definition of a data protection complaint, “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a complainant about the way we process or use of the subject’s personal data.”
How can YOU make a data protection complaint?
You can make a data protection by contacting us by any of the following means:
In the first instance please complain to M R Bloor & Co Ltd t/as CIR using this form:
Download PDF
Once complete, please then email the completed data protection complaint form to:
Alternatively, if you wish to send the form by post, please send the form to us as follows:
Oliver Griffiths/Director
M R Bloor & Co Ltd t/as CIR
11th Floor, The Plaza
100 Old Hall Street
Liverpool, Merseyside
L3 9QJ
You can contact us by telephone on tel:0800 059 0150
Responsibility:
Overall responsibility for this policy rests with Oliver Griffiths, Director, CIR (or as relevant, another Director if the complaint is about a matter which Oliver Griffiths was involved with) who will oversee any complaints received and ensure the correct procedures are enforced.
Acknowledging your data protection complaint
If your data protection complaint is relatively straightforward it may be possible to resolve it very quickly. If we can resolve your complaint before the end of the third working day after it is received by us, we will send you a ‘Summary Resolution Communication’ promptly, with confirmation of the action we took to resolve your complaint.
In all other cases we will send you a written acknowledgement of your complaint. Receipt of data protection complaints must be acknowledged within 30 days starting when the complaint is received. You will be advised of the name of the person investigating your data protection complaint on your behalf.
If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree. We will also advise any next steps you need to take.
Investigating your data protection complaint:
Complaints are always taken seriously and handled speedily and fairly by someone who has not been involved in the process which has given rise to the complaint. We will not charge you for this work.
To reach a fair conclusion, we will review the information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates, where appropriate.
We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. During our investigation we may ask you for additional information to help us to reach a conclusion.
We aim to give a full response to a complaint within two weeks and in most cases this will be possible. In some cases however this may not be the case, either because the issue is complex or because we need to collect information or seek opinion or advice from another party. If there is a delay, we will advise you of the reason, and the time we anticipate it will take to give our full response, but this will not be longer than eight weeks from the date of your complaint.
If you are not happy with our response to your complaint, you are entitled to refer your complaint to the Information Commissioner’s Office (ICO).
You can contact the ICO as follows:
By post:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
By telephone: The ICO operates a telephone helpline at 0303 123 1113 (or +44 303 123 1113 from outside the UK). The helpline is open Monday to Friday, 9am to 5pm (local time).
By email: The ICO can be contacted by email using: [email protected].
By online chat: https://ico.org.uk/global/contact-us/contact-us-public/public-advice/
Via the ICO online complaint form: The ICO’s online complaint form can be found here: https://ico.org.uk/make-a-complaint/
Complaints analysis
We take all data protection complaints seriously and regularly analyse any complaints received to identify root causes and any trends.
We will also review decisions made by the ICO in relation to data protection complaints involving MR Bloor & Co Ltd t/as CIR. We will use the resulting information to improve our services and the way we handle future complaints through amended processes and staff training.