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.


What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems.

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 six months of receiving a final response to your complaint

and

  • Six years from the date of act/omission; or
  • Three years from when you should reasonably have known there was cause for complaint (only if the act took place more than six years ago).
  • The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.


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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