Complaints Policy

Complaints Policy

Our Complaints Policy

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you have a complaint please contact us with the details. You may contact us in writing by writing to us at 10a Whetstone Lane, Charing Cross, Birkenhead, Merseyside, CH41 2QR. You may contact us by telephone on 0800.014.8275 and by email info@pensionjustice.co.uk . You may contact us by visiting us at our offices at 10a Whetstone Lane, Charing Cross, Birkenhead, Merseyside, CH41 2QR.

What Will Happen Next?

  1. We will send you a letter acknowledging receipt of your complaint within 3 days of us receiving the complaint, enclosing a copy of this procedure, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  2. Within 4 weeks of receiving a complaint, we will send you either: (a) A final response adequately addressing the complaint; or (b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicate when we are likely to be in a position to contact you.
  3. Within 8 weeks of receiving a complaint we will send you either:

(a) A final response adequately addressing the complaint; or

(b) A response which:

(i) Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

(ii) Informs you that you may refer the handling of the complaint to the Legal Ombudsman (LeO) if you are dissatisfied with the delay.

4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or other suitable form of redress.

5. We reserve the right to decline a complaint that is made more than 6 months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

6. If you are still not satisfied you can then contact the Legal Ombudsman Service, PO Box 6806, Wolverhampton, WV1 9WQ, telephone 0300.555.0333 or you may complain by email, the address of which is enquiries@legalombudsman.org.uk or you may complain via the website www.legalombudsman.org.uk/contact-us/ quoting our registration number which is CRM41823. You should be aware that very strict time limits apply to a complaint to the Legal Ombudsman Service and they are as follows:

– 6 years from the date of act or omission, or

– 3 years from when you should have known about the complaint.

However, the Legal Ombudsman will not accept complaints where the act or omission or the date of awareness was before 6 October 2010.

The time limit for you to complain to the Legal Ombudsman remains 6 months from the end of our complaints procedure.