- Complaints must be made by letter, telephone, email or in person, or any other reasonable means, in respect of the service provided by the Company whom is regulated under the Compensation Act 2006.
- A written or electronic acknowledgement of the complaint by the Client will be sent by the Company within 48 hours of receipt, identifying the person who will be handling the complaint on behalf of the Company. Wherever possible this person will not have been directly involved in the matter.
- Within 4 weeks of receipt of the complaint, the Company will send a final response adequately addressing the complaint or a holding response explaining why the Company is still unable to make a final response, giving the reasons why and an expected date for a final response; and informing the Client that they may contact the Legal Ombudsman (details as set out in 7.6) if dissatisfied with the response.
- Where the Company decides that compensation is appropriate, the Company will provide fair compensation for any acts or omissions for which the Company is responsible.
- The Company reserves the right to decline or consider a complaint that is made more than six months after the Client becomes aware of the cause of complaint. There may be instances whereby the Company will waive this requirement. Confirmation will be given by the Company to the Client in writing if a complaint has been made outside the time limit.
- If the Client is not satisfied with the response of the Company, or if the complaint is not resolved after eight weeks of receipt of a complaint made by reasonable means, the Client may refer the complaint to:
The Legal Ombudsman
PO Box 6804
Tel: 0300 555 0333