Complaints

Compare Compensation Claims is committed to delivering a high quality legal service to all clients at all times. However, in the circumstances that our service falls below our normal standards, you can lodge a complaint by contacting us in writing, by email or by telephone. Any complaint will be taken seriously and will ultimately help us to improve our service. Should you have a complaint regarding the service provided by your solicitor, this should be made to the law firm in question, in accordance with their own complaints procedure.

When making a complaint, please advise us of the following:

After receipt of your complaint we will formally acknowledge same within five working days. You will be advised of the name and contact details of the person dealing with your complaint. This person will be responsible for thoroughly investigating the matter.

Your complaint should be resolved within 28 days. Should there be a delay, you will be informed of the reasons and when we anticipate resolving matters.

Within eight weeks of receiving a complaint we will send you either:

• a) a final response which adequately addresses the complaint; or

• b) a response which:

  • i) 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 final response; and

  • ii) informs you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

You will be informed in writing of our final decision, setting out our reasons in full.
If you are not happy with our response or how we have dealt with your complaint, you may refer the complaint to The Legal Ombudsman:

By post:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Email: enquires@legalombudsman.org.uk

Telephone: 0300 555 0333
Opening hours: 8.30am to 5.30pm, Monday-Friday.

Web: http://www.legalombudsman.org.uk