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Halo Assist Complaints Procedure

Complaints procedure

Halo Assist 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 internal complaints procedures allow us to deal with complaints fairly,effectively and promptly. If you think we have let you down, please tell us why.

In the unlikely event that you may have a complaint in respect of a claims management service that Halo Assist has provided the complaints procedure is as follows:

  1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided.
  2. We reserve the right to decline to consider a complaint that is made in excess of six months after you became aware of the cause of the complaint. There may be occasions 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.
  3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the individual who will be handling the complaint for the business, wherever possible, that individual will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  4. Within four weeks of receiving a complaint, we will send you either:
    4.1 a final response which adequately addresses the complaint; or
    4.2 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.
  5. Within eight weeks of receiving a complaint we will send you either:
    5.1 a final response which adequately addresses the complaint; or
    5.2 a response which:
         5.2.1 explains why we are still not in a position to make a final response, giving the reasons for the further delay and indicating when we expect to be able to provide a final response: and
         5.2.2 informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.
  6. 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 may not always involve financial redress.
  7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Legal Ombudsman: 
    PO Box 6806 Wolverhampton WV1 9WJ
    Tel: 0300 555 0333 

What you need to do if you have a complaint

You should raise your complaint by telephone, email, letter, fax or in person to:

David Yates
Managing Director
Halo Assist Ltd.
41 St Vincent Place
G21 2ER

T: 03453 404 123