COMPLAINTS PROCEDURE

Everyone who has been in an accident that was not their fault should have the right to be able to make a claim, we believe, and no matter what the circumstances everyone has a right to the same high standards when it comes to customer care. If you have received service from us, or the solicitor that is handling/has handled your case that falls short of your expectations and does not meet the high standards we set for ourselves then we would encourage you to contact us.

We would like to think that everyone who contacts us is satisfied with the level of service they have received; however, we understand that this is sometimes not the case.

If during the course of your claim something does go wrong, we ask that you provide us with some information regarding the issue so that we can rectify your experience and make sure that it doesn’t happen again.

You can register a complaint to ULaw as follows:

  • By writing to us ULaw Limited, 18 Hough Green Road, Widnes Cheshire WA8 4PE
  • By emailing j928@btinternet.com
  • By phoning us 07868 454 305

We trust that the following information will be of use:

  • The procedure for making a complaint regarding your solicitor and the service you have received
  • The procedure for making a complaint about the service provided by ULaw
  • Legal Ombudsman contact details

The procedure for making a complaint regarding your solicitor and the service you have received

  • If your complaint relates to the service you have received from your solicitor and you wish to register a complain, we recommend letting your solicitor know directly that you are not happy with the service provided
  • If your complaint relates to the service from one of our solicitor firms that did not live up to your expectations that we would recommend contacting the firm directly; they will be able to deal with your complaint using their own complaints procedure. For more information on their complaints procedure please contact them directly.
  • Any concerns that we receive regarding the solicitors we refer to will be forwarded directly to the appropriate solicitor firm in order to bring the matter to their attention
  • Once your solicitor has responded to your complaint if you ae unhappy with their response you should get in touch with the Legal Ombudsman
  • The Legal Ombudsman is there to assist with any disputes involving legal services, they are an impartial and independent scheme. The service they offer is free. They will discuss your experiences and then offer you advice on how the complaint might be resolved.

If you have been allocated a Scottish Solicitor Firm

If you are unhappy with the response you receive from your solicitor in respect of your complaint, then the matter can be forwarded to the Scottish Legal Complaints Commission. Further information about the services offered by the Scottish Legal Complaints Commission can be located here.

The contact details for the Scottish Legal Complaints Commission are:

Scottish Legal Complaints Commission
The Stamp Office 10 – 14 Waterloo Place
EDINBURGH
EH1 3EG

Legal Post 86, Edinburgh 2

Tel: 0131 201 2130
Fax: 0131 201 2131
Email: enquiries@scottishlegalcomplaints.org.uk

Their telephone lines are open Monday to Friday, 9am to 5pm, excluding Tuesday when they will be closed for staff training purposes from 10am to 11am.

All complaints should be made within one year of the date that the service ended, or the conduct occurred in line with the strict time frames laid out by the Scottish Legal Complaints Commission for accepting complaints. In cases where the complainant was justifiably unaware of their concerns then they will discount this time. It is likely that if you make your complaint after the deadline of one year has elapsed that your complaint will not be considered, except in cases with exceptional cases.

 

The procedure for making a complaint about the service provided by ULaw

 

If you are not happy with the level of service that you have received from ULaw, then please let us know. You feedback is important in helping us to work on improving our services to you.

 

Our Customer Charter outlines clearly our business ethics, beliefs and the promises that we make. If you should wish to make a formal complaint please get in touch with us by letter, fax, email or by telephoning us. Your complaint will be forwarded to our Complaints Officer that same day as it is received.

Your complaint will be looked at in the following manner:

Upon receipt of your complaint, written acknowledgement will be sent to you within five working days by our Complaints Officer. Within this written acknowledgement of your complaint you will find a copy of the ULaw internal complaints handling procedures. This will detail the procedure that we follow at ULaw.

The Complaints Officer will contact you within four weeks of the date we received your complaint with either:

  • A final response –Forms our final reply in respect of your complaint – it will outline any action that we have taken to solve your complaint or respond to it. Should you not be happy with our reply then you might want to take your complaint further, contacting the Legal Ombudsman whose details are listed below.
  • Holding response –Outlines why we are not yet able to respond to your complaint. In it we will advise you or a timeframe in which you might us to write to you again.

If within eight weeks of receipt of your complaint a final response has not been sent, the Complaints Officer will forward either:

  • A final response – Forms our final reply in respect of your complaint. It will outline any action that we have taken to solve your complaint or respond to it. Should you not be happy with our reply then you might want to take your complaint further, contacting the Legal Ombudsman whose details are listed below.
  • Holding response – Explains why we are not yet able to provide a final response. We will detail the reasons for any delays and set out our expected timescales for making a final response.
  • Correspondence detailing the delays and offering a timescale whilst we work towards formulating a final response.

The ULaw commitment to you

We are always trying to find ways in which we can improve the level of our customer service so that we can offer a process that is fast, effective and seamless from the start to the end of your claim. Below we have detailed some of the promises that we have already made, these links will take you to the relevant page.

The ULaw Privacy Policy

We will not distribute your details to any other company unless you advise us it is okay to do so. We take the privacy of your personal data very seriously. Please read our privacy policy to find out more.

The ULaw Customer Charter

In our customer charter we outline what our business ethics are, and we outline our promise to our clients. You can read more here.

Legal Ombudsman

 

Contact details for the Legal Ombudsman are:

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG
Tel: 0300 555 0333
Email: cmc@legalombudsman.org.uk
Web: http://www.legalombudsman.org.uk