CLIENT COMPLAINTS PROCEDURE

 

INTRODUCTION

It is our intention to provide you with a high level of customer service at all times.  Any expression of dissatisfaction about the service you have received from Laveer Legal will be considered seriously.

 

What to do if you feel you have a complaint about the service we have provided to you

Our aim is to provide you with a service which you will be satisfied.  If there are occasions when you feel we failed to meet the required standards of service and you wish to register a formal complaint, as an initial step, please contact the member of staff you were dealing with, either verbally or in writing.

You can contact us at the office address dealing with your instruction, on the telephone and email is an accepted form of written communication.

If you remain dissatisfied with the outcome, then please send a formal written complaint marked for the attention of one of our directors (Ben Norman or Samantha Quinn).  This can be sent by post to 11th Floor, Regent House, Heaton Lane, Stockport, Cheshire, SK4 1BS.  Alternatively send it via email to help@laveerlegal.co.uk marked for the attention of one of our directors and this will be passed on accordingly. You are, however, at liberty to make a complaint orally, in person, by letter or by e-mail.

You will be contacted within 5 working days of your complaint being received to acknowledge your complaint and to advise you as to who is dealing with the matter. We will take any further details we feel may be required to adequately deal with your concerns.  The Directors will investigate your complaint and have the authority to take any necessary action deemed to be appropriate by way of redress. We aim to provide a full response within 30 days of acknowledging receipt of your complaint. We will in any event within 8 weeks of the date of receipt of your complaint have either provided our response or, if this is not possible for any reason, write to you to inform you of why it has not been possible and when a response will be provided and also giving you the opportunity to refer the matter to the legal ombudsman should you so require and the timescales involved.

 

Referral to the legal ombudsman

In the event that you remain dissatisfied with the outcome of your complaint then you are at liberty to address your complaint to the legal ombudsman (www.legalombudsman.org.uk/cmc) where you will find their complaints procedure. Alternatively, contact them directly on 0300 555 0333.

Our registered name is Laveer Legal Limited whose registered address is 11th Floor, Regent House, Heaton Lane, Stockport, Cheshire, SK4 1BS. Laveer Legal is regulated by the Claimant Management Regulator in respect of claims management activities (CRM3222).

 

Time limits for making a complaint

There are time limits for making a complaint to the Legal Ombudsman.  Ordinarily, you can ask the Legal Ombudsman to look at your complaint if it meets all three of the conditions below:

  1. The problem or when you found out about it, happened after 5 October 2010; and
  2. You refer your complaint to the Legal Ombudsman within either of the following: –
  3. 6 years of the problem happening; or
  4. 3 years from when you found out about it; and

iii. You refer your complaint to the Legal Ombudsman within 6 months of Laveer Legal Limited’s final response to your complaint.

If you do require any further information or for us to explain our complaint’s procedure further to you, please do not hesitate to contact us