INTERNAL COMPLAINTS POLICY AND PROCEDURE
EURO LEX PARTNERS LLP (LONDON)
Authorised under the Compensation Act 2006
This procedure aims at handling any expression of dissatisfaction from or on behalf of a complainant about our provision of a regulated claims management service.
The following procedure applies, in accordance with the regulator’s Complaints Handling Procedure 2015:
1. Receiving complaints
Complaints may be made by any reasonable means, i.e. letter, telephone, e-mail or in person in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
For evidence purposes written form of complaint is preferable. Complaints should be sent to our London Office, address: 63 St Mary Axe London, EC3A 8AA City of London. A complaint should be addressed to Euro Lex Partners LLP (hereinafter ELP), not personally.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
We will acknowledge your complaint in writing or via electronic means of communication accordingly within 5 business days of receipt. We will provide you with the name of the individual handling the complaint for the business together with details of our internal complaint handling procedure. Complaints are to be investigated by a person of sufficient competence, who, wherever possible, was not directly involved in the matter which is the subject of the complaint. The person charged with responding to complaints will have the authority to settle complaints or will have ready access to someone who has the necessary authority.
2. Responding to complaints and investigation
We will deal with your complaint diligently and will investigate the issues you raised thoroughly.
We will consider your complaint within 4 weeks of receiving the complaint. Within the above timescale we will send you either a final response which adequately addresses the complaint or a holding response, which explains why we are not yet in a position to resolve the complaint. We will indicate when we will make further contact, this being within 8 weeks of receipt of the complaint.
By the end of 8 weeks after receipt of a complaint we will send you either:
- a final response (which will contain a note advising you of the right to complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman) or
- A response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response and which informs you that you can complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman
Where we decide that redress is appropriate we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept (an apology, an offer of redo the work, the refund of a fee).
Appropriate redress will not always involve financial redress.
3. Right to complain to the Legal Ombudsman
3.1. If you are dissatisfied with our response to your complaint or if a complaint is not resolved after eight weeks, you will have the right to refer the complaint to the Legal Ombudsman within six months of the date of the written response. You should be aware that ordinarily, you can ask the Ombudsman to look at your complaint if the problem or when you found out about it happened after 5 October 2010 and you are referring your complaint to the Legal Ombudsman within either of the following: six years of the problem happening or three years from when you found out about it.
3.2. The ombudsman’s determination may contain one or more of the following directions to us in favour of the complainant: a) to apologise; b) to pay compensation of a specified amount for loss suffered; c) to pay interest on that compensation from a specified time; d) to pay compensation of a specified amount for inconvenience/distress caused; e) to ensure (and pay for) putting right any specified error, omission or other deficiency; f) to take (and pay for) any specified action in the interests of the complainant; g) to pay a specified amount for costs the complainant incurred in pursuing the complaint; h) to limit fees to a specified amount.
The Legal Ombudsman:
Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG
Telephone: 0300 555 0333
Complaint form: http://www.legalombudsman.org.uk/?portfolio=complaint-form-claims-management-companies