Complaints Procedure

COMPLAINTS HANDLING PROCEDURE

We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This will help us to improve our standards. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you. We will not charge you for handling your complaint.

How can I make a complaint?

Letter: FindMyClaims, Kings Court, London Road, Stevenage, SG1 2NG
Email: [email protected]
We may ask you to complete a complaint form to ensure we have fully understood your concerns. If we have asked you to complete a complaint form we will wait to receive this before taking the below steps. You may also call us on 01763281000 to raise a complaint but, due to the current situation surrounding Covid-19, we find it is much easier for our team to process an email or postal complaint where possible.

What will happen next?

1. We will respond acknowledging receipt of your complaint within three days of
   receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your
   complaint to our principal solicitor, Asad Rana, who will review your matter file and, if
   appropriate, speak to the members of staff who acted for you.
3. Asad Rana may invite you to a meeting to discuss your complaint if he feels that this
   could help him understand your complaint and help resolve the matter. You may also
   request a meeting by calling us on 01763281000. If necessary this meeting will take
   place within 14 days of sending you the acknowledgement letter. Within three days of
   the meeting, Asad Rana will write to you to confirm what took place and any solutions
   he has agreed with you.
4. If Asad Rana feels a meeting to discuss your complaint is not necessary, or you do
   not want a meeting, Asad Rana will send you a detailed written reply to your
   complaint, including his suggestions for resolving the matter, within 21 days of
   sending you the acknowledgement letter. If we have to change any of the timescales
   above, we will let you know and explain why.

What If I am not satisfied with the outcome?

If we are unable to resolve your complaint within eight weeks after you have brought it to our
attention, then you can have the complaint independently looked at by the Legal
Ombudsman. The Legal Ombudsman investigates complaints about poor service from
lawyers.

The Legal Ombudsman can investigate complaints up to six years from the date of the
problem happening or within three years of when you found out about the problem. If you
wish to refer your complaint to the Legal Ombudsman this must be done within six months of
our final response to your complaint. The contact details for the Legal Ombudsman are as
follows:

• Website: www.legalombudsman.org.uk
• Email: [email protected]
• Telephone: 0300 555 0333 between 8.30am to 5.30pm

Calls from both mobiles and landlines to 03 numbers cost no more than calls to
national geographic numbers (starting 01 or 02). Calls are recorded and may be used
for training and monitoring purposes.

• • For minicom: call 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.