Complaints procedure

Complaints about Solicitors

Complaints arising out of services provided by solicitors on the NoWinNoFeeClaims.com panel should be raised with the solicitors direct to be dealt with under their own complaints handling procedures. Any such complaints received at NoWinNoFeeClaims.com will be referred to the relevant firm of solicitors. If the complainant is dissatisfied with the response from his/her own firm of solicitors, the matter should be referred to the Legal Complaints Service.

Complaints about our Provision of a Regulated Claims Management Service

Formal complaints about NoWinNoFeeClaims.com's provision of a regulated claims management service will be handled in the following way:

1. Formal complaints received by letter, e-mail, fax or telephone will be passed to the Complaints Officer on the day of receipt. The Complaints Officer has the necessary authority to settle such matters.

2. The Complaints Officer will send a written acknowledgment of the complaint within five business days of receipt, along with details of the company's internal complaints handling procedures.

3. Within four weeks of receiving a complaint, the Complaints Officer will send either:
(a.) a final response; or
(b.) a holding response explaining why the business is not yet in a position to resolve the complaint along with details as to when the complainant can expect further contact.

Within eight weeks of receipt of a complaint, the Complaints Officer will send either:
(a.) a final response. The complainant may refer the handling of the complaint to the Claims Management Regulator if dissatisfied with the response; or
(b.) a response explaining that the business is unable to make a final response, reasons for the delay and a timescale for provision of a final response. The letter will also inform the complainant that he/she may refer the handling of the complaint to the Claims Management Regulator if the delay is unsatisfactory.

NoWinNoFeeClaims.com may decline to consider complaints that are made more than six months after the complainant became aware of the cause of complaint.