COMPLAINTS POLICY

We want to give you the best possible service. However, if you are unhappy or concerned about any aspect of the service you have received, or about the fee invoice, please contact us immediately, so 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. If you are not happy with our response and wish to make a formal complaint, please request a copy of our complaints procedure at info@mycarloanclaims.co.uk for the attention of Hayley Betteridge.

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.

Formal Complaint

We will investigate the matter promptly and thoroughly and provide a written response. If you are still unhappy the Legal Ombudsman can help you. 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

Within one year from the date of the act or omission; or

Within one year from the date when you should reasonably have known there was cause for complaint.

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

Visit: www.legalombudsman.org.uk

PO Box 6167, Slough SL1 0EH

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Complaints relating to fees

A complaint may relate to the firm’s fee invoice to you. You may also have the right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitor’s Act 1974. If all or part of a fee invoice remains unpaid, the firm may be entitled to charge interest. The Legal Ombudsman may not deal with a complaint about the firm’s fee if you have already applied to the court for assessment of the fee invoice.

Service of proceedings

We do not accept service of proceedings by email. Service should be effected to our mailing address at:

My Car Loan Claims, Provincial House, 37 New Walk, Leicester, LE1 6TE.