We pride ourselves in continually acting in the best interests of our clients. We do however understand that there are instances when a client may feel that they have cause to complain.
If you have a complaint we need to know about it and we would ask that you inform us as soon as possible so that the issue can be addressed. This can be done via fax, email, telephone or in writing. The address for such communications should be:
The Complaints Officer,
24 Harkness Street,
Or by telephone:
020 3002 0644
We will send you an acknowledgement letter within 5 business days, setting out our understanding of your complaint, and we will keep you updated about our progress in investigating your complaint.
When we have investigated your complaint we will send you a response letter outlining the outcome of our investigation. If we have resolved your complaint within 8 weeks or you are unhappy with or conclusion, you can refer your complaint to the Legal Ombudsman. They investigate complaints about poor service provided by claims management companies.
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 should be done within six months of the date of our final response.
Call 0300 555 0333 between 8.30am to 5.30pm.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.
Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
PO Box 6804,
Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.