Complaints Procedure
Compensation Genie is a trading name of Aura Media Group. When an introduction is made by Compensation Genie, its is to a regulated claims management company or a solicitor firm who will discuss your personal injury claim in more detail. We "Compensation Genie" act as an introducer and do not speak to anyone directly, our commitment is to provide a service for our partners who can help support UK consumers who believe they are entitled to a compensation payout for personal injury. When something goes wrong, we need you to tell us about it. This will help us to improve our ability to meet your expectations.
Compensation Genie is a trading name of Aura Media Group. When an introduction is made by Compensation Genie, its is to a regulated claims management company or asoliciuotr firm who will discuss your personal injury claim in more detail. We "Compensation Genie" act as an introducer and do not speak to anyone directly, our commitment is to provide a service for our partners who can help support UK consumers who believe they are entitled to a compensation payout for personal injury. When something goes wrong, we need you to tell us about it. This will help us to improve our ability to meet your expectations.
Complaints may be made:
In writing to:
- Aura Media's Group, Regus, Breakspear Park, Breakspear Way, Hemel Hempstead, HP2 4TZ by
e-mail to complaints@auramediagroup.co.uk
- by telephone on 01442 345005
in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006
Acknowledgement
We aim to resolve any expression of dissatisfaction as soon as possible, where this is in done within 3 business days, we will not usually confirm acknowledgement of the compliant in writing. If it takes us longer than 3 business days to resolve your complaint, 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
Investigation
Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within four weeks of receiving a complaint, we will send you either:
-
final response adequately addressing the complaint; or
-
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
Our Decision
Within eight weeks of receiving a complaint we will send you either: a final response adequately addressing the complaint and outlining your right to appeal with the Claims Management Ombudsman (CMO); or
a response which:
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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
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informs you that you may refer the handling of the complaint to the Claims Management Ombudsman (CMO) if you are dissatisfied with the delay.
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 that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redres
Appeals
If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant time frames to respond to you, you can appeal this with the Claims Management Ombudsman (CMO) at:
Claims Management Ombudsman
Exchange Tower
London
E 14 9 SR
Tel: 0800 023 4567
Web: https://cmc.financial-ombudsman.org.uk/
Aura Media Group Limited is Authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activity FRN: 835708
Registered with the Information Commissioners Office, registration number: ZA521197
Registration Address: DEVONSHIRE HOUSE, 582 HONEYPOT LANE, STANMORE, MIDDLESEX, HA7 1JS Company registration number 11239047.
Registered as a company in England & Wales. Vat Number 324202943. www.compensation-genie.co.uk is a trading style of Aura Media Group Ltd
Our partnered company are authorised and regulated by the Claims Management Regulator Ministry of Justice.
You can view our privacy policy at www.auramediagroup.co.uk/privacy-policy