Making a complaint

What to I do if I want to make a complaint?

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service our cycle accident team have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the member of team who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you feel that you would like to make a formal complaint then you can access our full complaints procedure click here.


Further Advice

If we have been unable to settle your complaint using our internal complaints process, you have the right to complain to the Legal Ombudsman, an independent complaints body established under the Legal Services Act 2007 that deals with legal services complaints for complaints about the service we have provided to you or to our Regulator, the Solicitor’s Regulation Authority (SRA) where you have concerns about our behaviour, for example, if you consider that we have been dishonest, deliberately overcharged you, taken or lost your money or treated you unfairly because of your age, disability or other characteristic.

Complaints about our Service:

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. You have six months from the date of our final letter in which to complain to the Legal Ombudsman.

The Legal Ombudsman can be contacted at:

The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Tel: 0300 555 0333

E-mail: enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk

Complaints about our Behaviour:

The SRA can investigate complaints about our behaviour.

The SRA can be contacted at:

The SRA

199 Wharfside Street

Birmingham

B1 1RN

Email: report@sra.org.uk

Guidance on making a complaint to the SRA can be found at:

www.sra.org.uk

Or by telephoning the SRA’s Contact Centre on 0370 606 2555 or by email contactcentre@sra.org.uk

Alternative complaints bodies such as ProMediate also exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.


Further information about the Legal Ombudsman can be found at:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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.

The EU Regulation on Consumer Online Dispute Regulation has established an Online Dispute Resolution Platform enabling consumers who have a complaint about a product or service bought online to submit a complaint via an online complaint form to a trader based in another EU State. This can be accessed at http://ec.europa.eu/odr

The email address for Cycle Accident Claims Management is claim@cycleaccident.co.uk

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