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REFERRAL COMPLAINTS PROCEDURE

Our complaints procedure

We pride ourselves on providing the best possible service to all of our clients. Being ethical, understanding and a source of expertise is fundamental to giving you the best possible service.

While we rarely receive complaints – owing to our high standards and strong customer service – we do take them very seriously and will always do what we can to improve our service. If you feel dissatisfied with the service you’ve received from Click Claim, then let us know using our complaints procedure.

How it works

We aim to provide all of our clients with the best possible service, but on the rare occasion you feel our service has missed the mark, we have a full complaints procedure in place to help us identify and fully resolve the issue.

If you wish to make a complaint about the service you’ve received from The Compensation Experts during any part of the claims process, then you can contact us either by phone on 01685 872783, email us at enquiries@clickclaim.co.uk or write to us at:

Nationwide Claims Centre Ltd.,
The Former Duffryn Arms,
New Row,
Cwmdare,
Aberdare
CF44 0AG
Tel: 01685 872783
Fax: 01685 872783
Email: enquiries@clickclaim.co.uk

We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated.

We reserve the right to decline to consider a complaint if we think the complaint has been brought to our attention outside the time limits set out in the Legal Ombudsman’s Scheme Rules. There may be instances where we will waive this 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 send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business, together with a copy of this procedure. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within eight weeks of receiving a complaint we will send you either:

1. A final response which adequately addresses the complaint; or

2. a response which:

A. 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

B. inform you that you may refer the handling of the complaint to the Legal Ombudsman.

Where we decide that redress is appropriate, we will offer you fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6806 Wolverhampton WV1 9WJ
Email: enquiries@legalombudsman.org.uk
Tel: 0300 555 0333

You should contact the Legal Ombudsman within six months of our final response to you.

Our Vision

We combine our experience and insight with our approachability and outstanding client.

By continually offering original solutions to legal issues and continually encouraging staff development, we aim to deliver the very best to our clients.