Hamilton Brady Complaints Procedure

A complaint may be made by letter, telephone, email or in person. However, any complaint made by telephone or in person must be followed up by the complainant setting out the nature of the complaint in a letter or email.

Hamilton Brady will not consider any complaint that is made more than six months after the complainant became aware of the cause for complaint. In practice, this means six months after Hamilton Brady is first notified of the complaint.

Hamilton Brady will send a written or electronic acknowledgement of a complaint within five business days of receipt. This will be sent by or on behalf of John Armstrong, director of legal and compliance, who will investigate all complaints.

Within four weeks of receiving a complaint, Hamilton Brady will send the complainant either:

A final response; or
A holding response, which explains why Hamilton Brady is not yet in a position to resolve the complaint and indicates when Hamilton Brady will make further contact (which must be within eight weeks of receipt of the complaint).

Hamilton Brady will, by the end of eight weeks after its receipt of a complaint, send the complainant either:

A final response; or
A response which:
1. explains that the business is still not in a position to make a final response, gives reasons for the further delay and when it expects to be able to provide a final response; and
2. informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if he is dissatisfied with the delay.

Should a complaint be upheld, Hamilton Brady will offer redress to the complainant, the nature of which will depend on what is deemed to reasonable in the circumstances.

The address of the Regulator is:
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP

info@claimsregulation.gov.uk
Telephone: 0845 450 6858

Hamilton Brady will retain records of complaints and responses to those complaints which will be made available to the Regulator on request.