The Claims Management Regulator at the Ministry of Justice (MOJ) set the standards in which firms must deal with complaints. Firms must treat all complaints fairly and assess the complaint based on its merits. Failure to undertake a proper assessment of a complaint can lead to enforcement by the MOJ.
It is vitally important that the firm understands why complaints have been made against the firm and addresses these failures or identifies where improvements can be made within the firm through root cause analysis.
At Thistle we have vast experience in dealing with complaints for MOJ regulated firms and we also assist firms with identifying where improvements can be made within the business.
If you would like some more information regarding the wide range of work we do, please get in touch to learn more about our services and what Thistle Initiatives can do for you