COMPLAINTS PROCEDURE

Client Review Ltd will do its best to provide you with a high level of service and
customer care every time. However, sometimes things can go wrong and we may
fail to meet your expectations. Our Complaints Procedure allows us to deal with
complaints fairly, effectively, consistently and promptly. If you think we have
let you down, then please tell us why. Our Complaints Procedure follows the
Ministry of Justice, Claims Management Services Regulation, Complaints Handling
Rules.

What to do if you have a complaint:

Complaints may be made in writing, by e-mail, by telephone to Customer Service Department
at Client Review, 8 Freeman Street, Grimsby, N E Lincolnshire, DN32 7AA. Telephone: 0871 309 6417. Email: info@clientreview.org

How we handle your complaint:

• We reserve the right to decline to consider a complaint that is made more than six months after
  you became aware of the cause of the complaint. There may be instances
  where we will waive this requirement at our discretion. We will confirm to
  you in writing if a complaint has been made outside the time limit that we
  are prepared to consider.

• 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. Wherever possible, that person 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:

(a) a final response which adequately addresses the complaint; or

(b) 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.

Within eight weeks of receiving a complaint we will send you either:

(a) a final response which adequately addresses the complaint; or

(b) a response which:

(i)
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

(ii)
informs you that you may refer the handling of the complaint to the Claims
Management Regulator 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 which you accept. Appropriate redress will not always involve
financial redress.

If you remain unhappy after receiving a final response Let us know, in writing, why you remain dissatisfied so that we can
investigate further, referring it to senior management if necessary. Hopefully this process will bring the matter to an agreeable conclusion.