If you have any concerns or questions about the outcome of your claim, in the first instance you should contact us to discuss the matter further. Please refer to the contact us page for details of how to get in touch. If we are unable to resolve your concerns then please see below for further details of what steps you may take.
Step 1
If you disagree with the Scheme Administrators’ decision relating to the outcome of your claim you must notify the Scheme Administrators in writing within 30 business days of the date of the notice of rejection of claim.
If you disagree with the amount of your claim you must notify the Scheme Administrators within 30 business days of the date of the letter enclosing your cheque. You must return the cheque along with your complaint explaining why you disagree with the amount of your claim. You must provide any supporting evidence.
Step 2
The Scheme Administrators will consider your complaint and try to reach agreement with you within 30 days.
Step 3
If you and the Scheme Administrators cannot reach agreement within 30 days, then your complaint will be referred to the Scheme Adjudicator.
Step 4
The Scheme Adjudicator is an independent solicitor who will review your complaint. The Scheme Adjudicator may send you a letter requesting further information. If you receive such a letter, you must respond within 15 business days (or request an extension of 15 business days within these 15 business days) otherwise the Scheme Adjudicator shall be entitled to reject your complaint.
Step 5
The Scheme Adjudicator will reach his decision within 30 business days (or 45 business days if he requested further information) and will then inform you and the Scheme Administrators of the result. The Scheme Adjudicator’s decision will be final and binding and there is no further right of appeal within the Scheme.
However, if you are not satisfied with the Scheme Adjudicator’s decision you are entitled to complain to the Financial Ombudsman Service. If the Ombudsman receives such a complaint, it will determine it by reference to what, in the opinion of the Ombudsman, the determination under the Scheme should be or should have been, rather than on the basis of what is fair and reasonable in all the circumstances (which is the Ombudsman’s normal guiding principle for dealing with complaints). Therefore, if CPP and the Scheme Administrators have correctly applied the Scheme, then the Ombudsman will not determine that complaint differently or award a different amount of compensation.