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.
2. Your complaint will then be 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 with regard to 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 1pm.

Email: enquiries@legalombudsman.org.uk

Post: PO Box 6167 Slough SL1 0EH

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

Personal Data Handling Complaints

If your complaint is about how we have used you or personal data, please contact us at enquiries@reclaimlegal.co.uk and we will investigate the matter.

We will acknowledge your complaint within 30 days, investigate and respond without undue delay, and explain the outcome of our investigation to you clearly.

If your complaint, dispute or query relates to data provided to Reclaim Legal by Equifax, including a query about your credit file, credit search results, authentication questions, or information returned from Equifax systems, we will identify this promptly and refer it to Equifax for handling where appropriate. We will notify Equifax within 24 hours of receiving the complaint, dispute or query, provide Equifax with the information reasonably required to investigate it, and record the referral and outcome on our complaints and Equifax query log.

Where the issue also concerns Reclaim Legal’s handling of your personal data, we will continue to manage our own data protection obligations and will respond to you without undue delay and within the applicable regulatory timescales. We will co-operate with Equifax to ensure the issue is handled fairly, promptly and in line with data protection, consumer credit reporting and SRA requirements.

If you are still not satisfied, you can contact the Information Commissioner by completing their complaints form which will ask you for the information needed, including details of any harm you’ve experienced because of the data protection issue you’re complaining about.

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.