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“ Complaints Handling Procedure ”

1. Introduction

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

We are committed to providing a high-quality service to all our clients. Any expression of dissatisfaction about the service you have received from us will be considered seriously. We will investigate and respond promptly to any complaint. Client satisfaction is a priority for us and this is why we welcome hearing from you if you believe that our service has fallen short of these objectives.

2. Raising a complaint

If you wish to raise a complaint about our services, in the first instance please raise your concerns directly with the person dealing with your claim. They will consider your complaint and carry out an investigation. You will receive a response within seven days. If the matter is complex and going to take longer to investigate, we will contact you within seven days to give you an approximate timescale of when you can expect a response.

3. Escalating your complaint

If you remain unsatisfied following receipt of the response from the person dealing with your claim please write to Mark Seccombe at Bike Assist Legal, 4 Alpha Way, Thorpe Business Park, Egham, Surrey, TW20 8RZ. Please set out as much detail as possible regarding your complaint. If there are any circumstances which make it difficult for you to make a complaint in writing, please call Mark Seccombe on 01784 682 682.

Mark Seccombe will ensure a full investigation is carried out and will aim to provide a final response within four weeks. If the investigation is expected to take longer, Mark Seccombe will contact you to give you an approximate timescale of when you can expect a response.

4. Referral to the legal ombudsman

If you are not satisfied with the final response or it has been eight weeks since you informed us of your complaint, you may refer your complaint to the Legal Ombudsman.

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

  • Within one year of the act or omission about which you are complaining occurring; or

  • Within one year from when you should have known about or become aware that there were grounds for complaint.

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

Contact Details

5. Involvement of the solicitors regulation authority (SRA)

The Solicitors Regulation Authority can help you if you are concerned about our behavior. 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.

You can raise your concerns with the Solicitors Regulation Authority.