Customer Care & Support

Day 1:

The complaint is date stamped and logged onto our system. A holding letter is sent to the client. If appropriate, we’ll advise you of this. The law firm is requested to forward an update or full chronology of the case. If appropriate, a copy of your client’s letter is copied to them with a request for a response within 24 hours. If the file needs to be retrieved from an archive, we will agree an extended response time/date.

We will update our log with the expected date and ensure this is diarised for review.

A case note is added to our case tracking system stating that a complaint letter has been received and is being investigated.

Day 2/3:

We'll review information received from the law firm and formulate our response to your client.

Should we need to clarify any points, we will contact the law firm again and at this stage we may also involve the complaints partner if we feel this is justified. If necessary, we will also contact you and explain that the complaint is being fully investigated and confirm when we hope to have a response.

Day 4/5:

Once we have decided the validity of the complaint, we will refer back to the law firm, or its partner, with our view. Should we feel the complaint is justified, we will also agree suitable compensation. Once this is finalised, we will write to the member fully disclosing our findings and ensuring we answer each point they have raised. We will then notify you of the same, and if required a copy of our response will be forwarded for the member's record. We retain all copies of complaint correspondence

The escalation process

If you, or your client, are unhappy with our response, a review will be undertaken by our Customer Service Manager to ensure the complaint has been fully investigated.

A written response on our findings will be issued to your client and, if required, copied to you.

Should your client remain dissatisfied, the matter will be escalated to the Director of Operations, who will conduct a full review of the file and write to your client, either:

• Upholding our initial findings and giving supporting information or
• Upholding the complaint and making an alternative proposal for resolution or payment of compensation if this is applicable