Overview

Do not use our complaints form for complaints about solicitors. This form is for you to tell us about complaints about our service.

Updated 31 August 2018

Legit Claim Ltd (LCL) do not handle any kind claim so its complaint handling procedure is different from traditional claim management companies. Since LCL is currently a small company, it will be directors who will oversee the Complaint Handling Procedure (CHP). Legit Claims have mainly 2 user types –

  • common public and
  • law firms along with compliance regulators and employees.

Diversity in type of complaints may happen and is expected once business goes into operations. Each complaint will be handled according to its nature and plaintiff category (law firm or common user). User may have complaint against a subscribed law firm on LCL portal. Since LCL is not part of any agreement between both parties, which is primarily a matter between them. However, since LCL aim to remain vigilant about protecting its good reputation, objectivity and neutrality, it will thoroughly investigate the complaint to reach an amicable resolution.


Objective

  • Legit Claims aims to deliver a consistent, high quality accountable response to all complaints received.
  • LCL is committed to providing a quality experience to its users and working in a transparent and accountable way that builds the trust and respect of all subscribed solicitors and website users alike.
  • To maintain a positive experience and our service level is achieved by listening and responding to the views of our users and by responding positively to plaintiffs, and where possible, amicably resolve issues

How do I make a complaint?

To help us make sure we have understood your complaint, and not missed anything, please tell us:

  • your full name, contact details and any reference number you may have for your case;
  • what you think we have done wrong;
  • what you think we should do to put things right.

If you need any help making your complaint, we will do our best to help you.


Process Overview

LCL has the following steps in place to address the complaints:

  • Acknowledge

    LCL will ensure that every complaint receives a formal written acknowledgement, containing an expectation of when they will receive a response, and the person dealing with it.

    • All complaints, regardless of priority, should receive an acknowledgement email on the day of receipt.
    • Complaint reference number will be issued.
  • Investigate

    • Follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.
    • The priority of the complaint will drive the timescale for completion (24 hours for urgent or 3 days for no urgent).
    • All areas of interaction and communication should be established (who, what, where, when, why etc.) and documented where possible.
  • Resolve & Confirm

    • LCL will ensure that the final resolution is clear and fair. Also confirm the proposed action and resolution with another senior person.
    • LCL ensure that the proposed resolution meets compliance guidelines and does not prejudice LCL in any unnecessary
  • Respond to User

    • LCL Provide the User with the resolution within the timescales promised.
    • The details of the findings and proposed resolution should be clearly explained (in written or verbal form as appropriate) to the User - within the agreed timescales.
    • If this cannot be done on time the User should be contacted by telephone to request further time
  • Follow up

    • LCL will ensure that complaints are followed up to confirm that users are satisfied with the response given.
      In certain circumstance complaint handling will be carried out by the relevant Company Director.

What if my complaint is justified?

If your complaint is justified, we will apologise to you and explain what went wrong and how we plan to put things right. We will learn from our mistakes to improve how we work.


What if I am not satisfied with the response from the Complaints Team?

If you are still unhappy with our response, you can ask the independent reviewer to review your complaint. The independent reviewer is independent of us, and you can either tell us that you would like to refer your complaint. You must do this within 20 working days of being sent the response from LCL.

The independent reviewer will only be able to investigate your complaint after we have completed all the stages of our complaints procedure. They have specific conditions for accepting a complaint, and will decide whether to carry out a full review by considering, among other things, whether:

  • we have already dealt with your complaint fully and responded appropriately; it would be unreasonable to carry out a full review, for example if the complaint is a minor one; or
  • there is an opportunity for you and us to sort out the complaint.

How to contact the Independent Reviewer

You can contact them by telephone on 0300 555 0333, email at enquiries@legalombudsman.org.uk, use their complaint form or write to PO Box 6806, Wolverhampton, WV1 9WJ. When you contact the Ombudsman, please include the following: The name and address of the legal service provider; The date you first told them about your complaint; The date you first became aware of the problem; and Details of their response.

Phoning will be quicker than emailing, as they can answer phone enquiries straightaway.

  • emails are automatically acknowledged – so check your "junk-mail" folder or "spam" filter if you don't get a reply

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