Claims Management Regulation: proposals for amendments to the complaints handling rules

Closed 24 Nov 2014

Opened 3 Nov 2014

Results Updated 18 Dec 2014

This is the government response following the consultation paper proposing amendments to the complaints handling rules which was published on 3 November 2014.

We have decided to implement the amendments to the complaints handling rules that were set out in the consultation paper.



The Claims Management Regulator (CMR) is consulting on proposals to make technical changes the Complaints Handling Rules 2006.

This paper sets out for consultation proposals to amend the Complaints Handling Rules 2006 that authorised claims management companies (CMCs) need to follow when handling complaints made by their clients. The proposed changes are as a result of the intended extension of the Legal Ombudsman's jurisdiction to consider complaints about CMCs. 

The consultation is aimed at persons authorised to provide claims management services in England and Wales under the Compensation Act 2006 and those businesses and individuals considering making an application for authorisation.


  • Claims management services


  • Claims management