“ 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 Steven Williams 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 Steven
Williams on 01784 682 682.
Steven Williams 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, Steven 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
- 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.
Contact Details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
5. Involvement of the solicitors regulation authority (SRA)
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation
Authority.