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Flowchart of a typical case
After you have been through the company’s own complaints procedure without a satisfactory solution, they will send you details of IPCAS. (Details are also available from us.) |
You fill in the application form and send it to us, with any supporting documents, within three months of the date the company told you that they could not settle your dispute. |
We send the company a copy of your claim and give them 14 days to reply. |
We send you the company’s reply and give you seven days to make any final comments. |
Within 14 days of receiving your final comments, the adjudicator makes a decision and publishes it in a document. |
You contact us within six weeks of the date of the decision to say whether or not you accept it. |
If you accept the decision, the company will pay you any compensation within 21 days of hearing that you accept the decision. |
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If you do not accept the decision, you may take your dispute to court. You should get more information from Citizens Advice or a solicitor. |
Application to use the scheme >
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