Our complaints procedure
We pride ourselves on providing the best possible service to all of our clients. Being ethical, understanding and a source of expertise is fundamental to giving you the best possible service.
While we rarely receive complaints – owing to our high standards and strong customer service – we do take them very seriously and will always do what we can to improve our service. If you feel dissatisfied with the service you’ve received from The Compensation Experts, then let us know using our complaints procedure.
How it works
We aim to provide all of our clients with the best possible service, but on the rare occasion you feel our service has missed the mark, we have a full complaints procedure in place to help us identify and fully resolve the issue.
If you wish to make a complaint about the service you’ve received from The Compensation Experts during any part of the claims process, then you can contact us either by phone on 0161 452 0311, email us at firstname.lastname@example.org or write to us at:
The Compensation Experts Ltd,
The Old Church, Albert Hill Street, Manchester, M20 6RF
We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated.
We reserve the right to decline to consider a complaint if we think the complaint has been brought to our attention outside the time limits set out in the Legal Ombudsman’s Scheme Rules. There may be instances where we will waive this 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.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business, together with a copy of this procedure. 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.
Within eight weeks of receiving a complaint we will send you either:
1. A final response which adequately addresses the complaint; or
2. a response which:
A. 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
B. inform you that you may refer the handling of the complaint to the Legal Ombudsman.
Where we decide that redress is appropriate, we will offer you fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
Claims Management Ombudsman
Tel: 0800 023 4567
You should contact the Legal Ombudsman within six months of our final response to you.
Need some help?
Am I eligible?
If you have been harmed physically in the last 3 years, due to someone else’s negligence, the short answer is yes.
Exceptions to this are for instance industrial disease or if you were a child at the time of the accident you may have a longer period to claim.
How much could I claim?
As every injury is different, the amount of compensation paid out can differ case to case. Varying factors lead to the final figure include: extent of your injuries, earnings missed out on, future losses and more.
Our dedicated team of experts will give you an indication of how much you could potentially claim for.
How does the process work?
We understand that when making a claim it’s important to know what to expect and when to expect it. That’s why we make the process as transparent & clear as possible.
Your solicitor will gather all the evidence and will notify the negligent party that you wish to begin claim proceedings. With your solicitor negotiating on your behalf, you will be keep up to date every step of the way.
Why should you use us?
No Win No Fee
We assess all claims on a No Win No Fee basis, then we can determine how successful a claim is likely to be. This service is 100% free.
We assess each claim on its merits with the information provide, which aids us determine its likely success rate.
Our dedicated panel are experts in securing compensation no matter the injury.
Our personal injury lawyers are committed to securing the best possible outcome for you while providing expert support every step of the way.
Personal Dedicated Solicitors
Each client is provided with their own Personal Injury lawyer who will work on the case from start to finish, being there every step of the way. The client will be provided with a direct phone number and direct email address of the lawyer.
Expert solicitors working for you
We specialise in helping victims of injury claim the compensation they deserve.
We work on a No Win No Fee basis, meaning if we don’t win your case you don’t pay! Once you make contact, our experienced team will work to recover the maximum compensation you are entitled to.