We strive to ensure that there should be no occasion when you should have any cause for complaint
in relation to the service that we provide to you.
In the unlikely event that you wish to raise a complaint or have any other concerns with regard to
the service we have, or are, providing to you, you may submit a complaint.
This document sets out the process that we will follow in reviewing and responding to your
- Complaints may be made in writing, by e-mail, by telephone, or in any other form in respect of
the claims management service that we have provided and that is regulated under the
Compensation Act 2006. 1. If you wish to register a complaint contact us.
Telephone:0161 850 9069. Email: firstname.lastname@example.org.
- We reserve the right to decline to consider a complaint that is made more than six months after
you become aware of the cause of the complaint. There may be instances where we will waive
this requirement at our discretion. We will confirm to you in writing if your complaint has been
made outside the time limit that we are prepared to consider.
- We will send you a written or electronic acknowledgement of your complaint within five
business days of receipt, identifying the person who will be handling your complaint for the
business. Although the complaint may be in respect of a decision that we took, we will
investigate it thoroughly.
- Within eight weeks of receiving your complaint, we will send you either:
- A final response which adequately addresses your complaint; or
- A final response which:
- Explains why we are still not in a position to make a final response, giving
reasons for the further delay and indicating when we expect to be able to
provide a full response; and
- Inform you that you may refer the handling of your complaint to the Legal
- Where we decide that redress is appropriate, we will provide you with fair compensation for any
acts or omissions for where we are responsible and will comply with any offer of redress that
you accept. Appropriate redress will not always involve financial redress.
- If you are not satisfied with the response, or if a complaint is not resolved after eight weeks, you
may refer the complaint to:
PO Box 6806
Telephone: 0300 555 0333
From overseas: +44 121 245 3050
Minicom: 0300 555 1777
In our final response we will refer you to the Legal Ombudsman, from the date of our final
response you will have six months in which to raise your complaint to the Legal Ombudsman.
If we fail to refer you to the Legal Ombudsman in our final response the six month rule will not
apply and the Legal Ombudsman will consider accepting your complaint outside the six month
If we do not respond within eight weeks you can contact the legal Ombudsman.
You will be able to complain to the Legal Ombudsman about the service we provide.
If the Legal Ombudsman decides our service was unreasonable, the Legal Ombudsman is able to
direct us to:
put things right if more work can correct what went wrong;
refund or reduce your fees; and/or
pay compensation if the Legal Ombudsman agree that the complainant – the person making
the complaint – has lost out or been badly treated. (The Legal Ombudsman can award
compensation up to £50,000). This may be in addition to any reduction in fees.