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Holiday Illness and Accident

Complaints Policy

COMPLAINTS POLICY

Our Complaints Procedure

We want you to be happy with the service that you have had with 33 Legal Limited but sometimes things can go wrong.
Our complaints procedure is designed to help you bring your dis-satisfaction to our attention so we can look at what has happened and provide you with an explanation.
You will not be charged for the work involved in investigating a complaint made by you.
Details of the complaints procedure are set out below: –

How to make a complaint

There are two stages to the complaints procedure.

Stage One

In the first instance if you have a complaint about your matter please raise this with Mr Andrew Doyle, Director of 33 Legal Limited.
You can raise your complaint by email, telephone, letter or in person as follows:

In Writing to:

Mr Andrew Doyle
Studio 6,
62 Bridge Street,
Manchester
M3 3BW

By email to: andrew@my33legal.co.uk
By telephone:01617111299

In person at:
Studio 6,
62 Bridge Street,
Manchester
M3 3BW

Stage Two

If the complaint is not resolved at stage one the complaint should be escalated to the Legal Ombudsman.
You can contact the Legal Ombudsman if 8 weeks have passed since you first made your complaint and your complaint remains unresolved.

How to make contact
Complaints can be made by telephone, letter or email.
The Legal Ombudsman’s contact details are: –
The Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Tel No: 0300 555 0333
Email: enquries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk

You should make contact us with us as soon as you have a concern about an issue.

You should not normally contact the Legal Ombudsman until we have attempted to resolve your complaint through our internal procedure or until 8 weeks have passed since the date when you first made your complaint.

We do not however wish to discourage you from contacting the Legal Ombudsman for further information and advice should you wish to do so.
The Legal Ombudsman asks that you contact them within 6 months of your last contact with us failing which the Ombudsman may be unable to deal with your complaint.
Subject to that the Legal Ombudsman will accept complaints in respect of matters which occurred up to 6 years ago, although that 6-year period is reduced to 3 years from any date when you should have known about the matter.
How we deal with your complaint
If your complaint can be resolved by the case handler this may in simple matters be done by telephone but will otherwise be in writing
An investigation in to your complaint will involve a detailed look at your papers and/or electronic file.
We will write to you with a detailed response to all aspects of your complaint. This will include any proposals for resolution of your complaint.

Timescales

If a complaint is made, we will: –

• Acknowledgement your complaint within 5 days
• within 8 weeks after receipt of your complaint send you either:

a) a final response: or

b) a response which explains that we are still not in a position to make a final response, gives reasons for the further delay and indicates when we expect to be able to provide a final response

In either situation, we will also inform you that you can complain to the Legal Ombudsman and the timeframe for doing so and contain full contact details for the Legal Ombudsman.

STUDIO 6
BRIDGE STREET STUDIOS
62 BRIDGE STREET
MANCHESTER
M3 3BW
Phone: 0161 711 1299
Website: http://www.sickwhilstaway.com
Email: claimadmin@sickwhilstaway.com
Privacy Policy
Complaints
Company Reg number: 10788358
VAT number: 269 7087 51
ICO number: ZA 255562