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Complaints Procedure

How we handle complaints

At One Stop Law we take any complaint very seriously. Any complaint, whether made in writing or verbally, is immediately referred to our Complaints Officer. We also record any complaint we receive. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from claims management companies. Visit www.legalombudsman.org.uk/cmc If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.

Their address is Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG Tel; 0330 555 0333 Email: cmc@legalombudsman.org.uk.

As soon as a complaint is received:

All written complaints will be acknowledged by the Complaints Officer in writing within five business days of receipt.

All verbal complaints will also be acknowledged by the Complaints Officer in writing within five business days of receipt. This acknowledgement letter will also contain our understanding of the complaint and will ask you to confirm in writing that you agree with our understanding of the matter.

If the complaint can be resolved within the five day deadline, the acknowledgement letter will outline the result of our investigation.

If our investigation has not been completed within the five day deadline, our acknowledgement letter will confirm that we will:

a) Investigate the complaint and aim to respond within four weeks of receiving the complaint

b) Explain that, if we cannot complete the investigation within four weeks of receiving the complaint, we will write again giving the reason for the delay

c) Explain that on completion of our investigation we will inform the complainant of the outcome and the options available to him/her.

After we have investigated the complaint:

Immediately on completion of our investigation the Complaints Officer will write to you notifying you of the outcome of our investigation, and the nature and terms of any settlement (if applicable). Any compensation we offer will be fair and the basis of the calculation will be explained.

Our letter will also advise you that if you are not satisfied with the outcome you may refer the matter to the Legal Ombudsman and will point out that such a referral should be made within the next six months or you may lose that right. Our letter will include the address, email and telephone number of the Legal Ombudsman.

If we cannot resolve the complaint within four week:

If, for any reason, our investigation is not concluded within four weeks, the Complaints Officer will write to you again informing you that our investigation is continuing, giving the reasons for the delay and a date by which the Complaints Officer expects to be able to contact you again.

If we cannot resolve the complaint within eight weeks:

If, for any reason, our investigation is not concluded within eight weeks, the Complaints Officer will write to you again, informing you of the reasons for the further delay and advising that if you are not satisfied with our progress you may refer the complaint to the Legal Ombudsman. This letter will also point out that such a referral should be made within the next six months or you may lose that right. Our letter will include the address, email and telephone number of the Legal Ombudsman

"Thank You! My Insurance Company wouldn't help due to my son driving without valid insurance and I was advised that there was nothing I could do. You took on my claim and helped me every step of the way. As a result of the work that you did I recovered my losses in full and received an additional £1295. You also recovered Personal Injury Compensation for my wife and son. You did all this and never charged us a penny!!"

Geoffery WNuneaton