Professional conduct – complaints procedure
All members of the Chartered Institute of Loss Adjusters (CILA) are expected to behave in accordance with the CILA Guide to Professional Conduct. If you feel that a member has not behaved in accordance with our Guide to Professional Conduct, you may make a complaint to us.
You may find it useful to read our answers to frequently asked questions before making a complaint:
- My claim is not progressing as quickly as I would like. Can you help progress my claim?
We are only able to consider a complaint about the professional conduct of a CILA member. We are not in a position to progress claims or consider complaints about speed of service. We recommend that you contact your appointed loss adjusting company and explain your concerns. Alternatively, you may wish to contact your insurance company.
- I am unhappy that with the method/amount of settlement that has been offered in relation to my claim. Can you help?
We are only able to consider a complaint about the professional conduct of a CILA member. We are not in a position to consider or resolve disputes about policy cover, method of settlement or amount of settlement in relation to your claim. We recommend that you contact your appointed loss adjusting company and explain your concerns. You also have the option of discussing the matter with your insurance company. If you are still unhappy (having made a formal complaint to your insurance company), you may wish to approach the Financial Ombudsman Service or seek legal advice.
- Is there a standard procedure that loss adjusters are required to follow?
Loss adjusters adopt different approaches depending on the nature of the claim and what they have been employed to do. There is therefore no set procedure that all loss adjusters will follow in each and every claim.
Members of the CILA are expected to behave in accordance with the CILA Guide to Professional Conduct. This guide describes the professional and ethical standards that should be adopted by members, it does not specify claims handling procedures.
- Are loss adjusters regulated?
Insurance companies that do business in the UK are regulated by the Prudential Regulation Authority (PRA) and the Financial Conduct Authority (FCA). A regulated insurance company must ensure that any supplier they appoint in relation to a claim, such as a loss adjuster, adheres to the rules set out by the FCA. Loss adjusters may also be appointed by policyholders and in this instance the loss adjuster will be directly subject to regulation.
All regulated firms must follow the rules set out in the FCA Handbook, which includes rules about claims handling.
- Can I make a complaint about a loss adjusting company rather than an individual?
The CILA is a membership organisation for individuals and so we are able to consider complaints about the professional conduct of individual members. We are not in a position to consider complaints about loss adjusting companies.
If you are unhappy with the service you have received from a loss adjusting company, we recommend that you contact the company and explain your concerns. Many loss adjusting companies have a dedicated customer service team. Alternatively, you may wish to contact your insurance company.
- How do I know if my loss adjuster is a member of the Chartered Institute of Loss Adjusters (CILA)?
Individuals who have obtained qualifications through the CILA may display the following letters after their name when corresponding with you, either Cert CILA, Dip CILA, Adv Dip CILA, ACILA, MCILA or FCILA. The presence of these letters would indicate that the individual is a member of the CILA.
If your loss adjuster does not display any of the above letters after their name when corresponding with you, you will need to ask the individual to confirm whether they are a member of a professional body such as the CILA.
- What does the CILA Guide to Professional Conduct cover?
Our Guide to Professional Conduct describes the professional and ethical standards we expect from our members and includes ethics and core principles, conflicts of interests between parties, beneficial interests, technical expertise, compliance, complaints and institute representation. Read the full guide here Insert link to complete guide
- How do I make a complaint about a CILA member?
Your complaint should be submitted in writing and include:
- The full name of the CILA member and their contact details. This information will help us to locate the relevant membership record. Please note you must establish that the individual is a member of the CILA before submitting your complaint.
- The name and contact details of the company that the individual was working for at the time relevant to your complaint.
- A full description of the behaviour or actions which you feel were a breach of the CILA Guide to Professional Conduct.
- Any documentation to support your complaint.
- Your permission for us to send the member a copy of your complaint in order that they may have the opportunity to respond to the issues raised.
Send to Malcolm Hyde, Executive Director, The Chartered Institute of Loss Adjusters, 51-55 Gresham Street, London EC2V 7HQ
- How long will it take to get a response about my complaint?
Your complaint will be investigated by our Professional Conduct Committee. We will acknowledge your complaint within seven days and you will receive a first response within thirty days. If further investigation and/or referral to the CILA’s Council is necessary, we will notify you of the anticipated time scale.
- What action do you take if my complaint is upheld?
Our disciplinary powers include reprimand, suspension from membership, expulsion from membership or fines. Please note the CILA is not in a position to alter the outcome of your claim, for example, the method or amount of settlement.