fbpx

COMPLAINTS

POLICY

  1. We are committed to providing a high-quality service.

  2. We acknowledge that we may not always get it right so if something has gone wrong, we need you to tell us.

  3. How do I make a complaint?
    • You can contact us in writing (by letter, fax or email)
    • To help us to understand your complaint, and in order that we do not miss anything, please tell us:
      • your full name and contact details
      • what you think we have got wrong
      • what you hope to achieve as a result of your complaint, and
      • your file reference number (if you have it)
    • If you require any help in making your complaint, we will try to help you.

    3.1. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.

    3.2. If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact The complaints officer who has overall responsibility for complaints and whose contact details are:

    • complaints@mylegalclaims.co.uk

  4. How will you deal with my complaint?
    • We will record your complaint centrally.
    • We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.
    • We will investigate your complaint. This will usually involve:
      • reviewing your complaint
      • reviewing your file(s) and other relevant documents, and
      • speaking with the person who dealt with your matter
    • We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
    • We will update you on the progress of your complaint at appropriate times.
    • We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
    • We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

  5. What if I am not satisfied with the outcome?

    5.1. If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.

    5.2. We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Information Commissioner's Office. The Information Commissioner's Office will look at your complaint independently and it will not affect how we handle your matter.

    5.3. Before accepting a complaint for investigation, the Information Commissioner's Office will check that you have tried to resolve your complaint with us first. 

    5.3.1. No later than 6 months of the date of the final complaint response

    5.3.2. One year from the date of the act or omission being complained about; or

    5.3.3. One year from the date when the complainant should have realised that there was a cause to complain

    5.4. If you would like more information about the Information Commissioner's Office, please contact them.

    Please Visit: www.ico.org.uk

     

My Legal Claims Ltd | Registered Office: Demmings House, Brookfield Road, Brookfield Industrial Estate, Cheadle, SK8 2PN | Company Registration number: 13587413 | ICO Registration Reference: ZB366756

logo
CALL: 0161 528 5101
info@mylegalclaims.co.uk

Protecting Your Legal Rights

My Legal Claims Ltd | Registered Office: Demmings House, Brookfield Road, Brookfield Industrial Estate, Cheadle, SK8 2PN | Company Registration number: 13587413 | ICO Registration Reference: ZB366756