Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then please tell us immediately, so that we can do our best to resolve the problem.

How to complain

You can make a complaint by contacting us at enquiries@reclaimlegal.co.uk. Please use the subject title ‘Complaint’ in your email. Making a complaint will not affect how we handle your case.

What will happen next?

1. Your complaint will be acknowledged within 2 working days. We will attempt to make contact with you by email or phone and may ask you to confirm or explain the details of your complaint to him.
2. Your complaint will then investigated. This will normally involve reading your file and speaking to the person or people in the firm who have worked on your claim.
3. Once the investigation is complete, which will take up to 4 weeks, we will provide you with a response to your complaint by telephone, email, or letter and this will include suggestions for resolving the matter.
4. If, at this stage, you remain dissatisfied, please let us know. We will arrange for the Complaints Manager of the firm to review the initial decision.
5. When the Complaints Manager has completed the review, we will write to you confirming the firm’s final position on your complaint.

What to do if we cannot resolve your complaint

We hope we can resolve your complaint to your satisfaction. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within 6 months of receiving our final response to your complaint, and
• No more than 1 year from the date of act or omission you are complaining about; or
• No more than 1 year from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please visit www.legalombudsman.org.uk.

You can contact the Legal Ombudsman in any of the following ways:

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Post: PO Box 6167 Slough SL1 0EH

Web: https://www.legalombudsman.org.uk/make-a-complaint/.

What to do if you are unhappy about our behaviour

Our regulator, the Solicitors Regulation Authority can help you 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.

Thank you for bringing your concerns to our attention.  We will do our best to address any dissatisfaction that you have experienced in using the services of this firm. Our primary objective is to put things right.