EXCLUSIVE LAW COMPLAINT POLICY
‘Accident Injury Lawyer’ is registered trading name of Exclusive Law Ltd. Exclusive Law is regulated by the Solicitors Regulation Authority. (SRA). Our SRA number is 669522.
As part of our authorisation we are required to have effective procedures in place for the handling of client complaints.
In addition to our regulatory responsibilities, we believe that the fair treatment of customers is central to our corporate philosophy and therefore an effective Customer Engagement Program is critical to our business.
DEFINITION OF A COMPLAINT
For the purpose of this policy, the SRA define a complaint as an expression of dissatisfaction (oral or written) which alleges that the complainant has suffered (or may suffer):
HOW DO YOU MAKE A COMPLAINT?
You can contact our Head of Customer Experience (Jo Johnson), as follows:
To help us to understand your complaint, and to make sure we can address your concerns effectively, please tell us:
HOW WILL WE DEAL WITH YOUR COMPLAINT?
OUTCOME OF YOUR COMPLAINT
WHAT IF YOU ARE NOT SATISFIED WITH THE OUTCOME?
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:
If you would like more information about the Legal Ombudsman, please contact them.
WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the https://www.sra.org.uk/consumers/problems/report-solicitor/