Complaints

The Claims Guys Legal is committed to providing a high standard of service to everyone; however, we recognise that things can go wrong from time to time. If you feel there is a problem with our work, charges or the service that you are receiving, then you should inform us immediately, so that we can do our best to resolve the problem.

If you would like to make a formal complaint, then you can download a copy of our Complaints Information Sheet here. Making a complaint will not affect how we handle your case.

Our aim is to handle your complaint fairly, consistently and quickly. In order to do this it will help if you provide as much information as possible and tell us how you would like us to resolve the problem. If we uphold your complaint we will apologise and we will explain what went wrong. Wherever possible, we will take steps to prevent the problem happening again.

You can make a complaint via:

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority

Feedback

We are always looking to improve our services to clients and would value your comments and suggestions on how we carry out our work for you. If you wish to provide us with feedback, either during our engagement or once our work is completed, please do not hesitate to do so. You can provide feedback by email, post or over the telephone directly to one or more of the solicitors or advisers who have been undertaking work for you.

Alternatively, you can provide feedback using our online form.

Right to Cancel

You have the right to cancel your Claims free of charge within the 14 days following the date that you sign an Agreement to Proceed without giving any reason (the ‘Cancellation Period’).

To exercise the right to cancel, you must inform The Claims Guys Legal of your decision to cancel the contract by a clear statement (for example by a letter sent by post or email). You may use the model Cancellation Form (download a copy here), although use of this form is not obligatory.

If you are in any doubt as to the effect of your cancellation rights please contact us here.