INTRODUCTION
The Personal Injury Helpline is a trading name of Exclusive Law. Exclusive Law is regulated by the
Solicitors Regulation Authority. (SRA). Our SRA number is 669522.
As part of our authorisation we are required to have effective procedures in place for the handling of
client complaints.
In addition to our regulatory responsibilities, we believe that the fair treatment of customers is central
to our corporate philosophy and therefore an effective Customer Engagement Program is critical to
our business.
DEFINITION OF A COMPLAINT
For the purpose of this policy, the SRA define a complaint as an expression of dissatisfaction (oral or
written) which alleges that the complainant has suffered (or may suffer):
• financial loss
• distress
• inconvenience
• other detriment
HOW DO YOU MAKE A COMPLAINT?
You can contact our Head of Customer Experience (Jo Johnson), as follows:
• By email at jo.johnson@accident-claimsline.co.uk
• By post at Personal Injury Helpline, 2nd Floor, St Georges House, 56 Peter Street, Manchester,
M2 3NQ
• We will write to you within five working days of receipt, acknowledging your complaint.
To help us to understand your complaint, and to make sure we can address your concerns effectively,
please tell us:
• Your full name and contact details
• What you think has gone wrong
• What you believe will resolved your complaint
HOW WILL WE DEAL WITH YOUR COMPLAINT?
• We will investigate your complaint.
• Your complaint will be dealt with promptly, fairly, and free of charge.
• We will request information from the individual handling the matter you have complained
abut
• We may need to contact you for further information.
• We will update you on the progress of your complaint as appropriate.
• We will write to you at the end of our investigation to tell you the outcome and our proposed
resolution.
• We aim to resolve your complaint within 8 weeks of receipt. If we cannot keep to this
timescale, for whatever reason, we will write and inform you of this providing you with an
update and an assessment of when we believe we can resolve your complaint.
• If we cannot resolve the complaint to your satisfaction within 8 weeks, you have the right to
refer your complaint to the Legal Ombudsman Service.
OUTCOME OF YOUR COMPLAINT
• Once we have investigated your complaint, and in accordance with the above, we will write
to you with our decision. This decision may uphold or reject your complaint all or in part and
suggest redress If we believe it is appropriate.
We have chosen not to adopt an Alternative Dispute Resolution process therefore if you wish to
complain about the suggested resolution of any complaint made to us, you should contact the Legal
Ombudsman.
WHAT TO DO IF WE CANNOT RESOLVE YOUR COMPLAINT
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves.
They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried
to resolve your complaint with us first. If you have, then you must take your complaint to the Legal
Ombudsman:
• Within six months of receiving a final response to your complaint
and
• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for
complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Visit: http://www.legalombudsman.org.uk/
Call: 0300 555 0333 between 9.00 to 17.00.
E-Mail: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
WHAT TO DO IF YOU ARE UNHAPPY WITH OUR BEHAVIOUR
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be
for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a
disability or other characteristic.
Visit their website to see how you can raise your concerns with
the https://www.sra.org.uk/consumers/problems/report-solicitor/
