UnionLine is committed to providing a high standard of service to our clients, however, we understand that you may feel that we may not always get it right. If you have a complaint about the service you have received or the handling of your claim please contact us. We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.
You can raise your complaint by letter or email or telephone with the fee earner who has been dealing with your case, with the fee earner’s manager, or by email to firstname.lastname@example.org. Please mark your letter or email ‘Complaint’.
Please note that you should make your complaint to us within six months of the last correspondence you receive from us or six years of the act or omission about which you are complaining, or three years from when you should have known about the complaint.
If you have any special needs to enable you to bring your complaint to us please let us know and we will do our best to accommodate them.
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; and
- what you think we should do to put things right.
How we will deal with your complaint
We have up to eight weeks to consider your complaint but will endeavour to deal with it as quickly as possible. If we have not resolved it within this time you may complain to the Legal Ombudsman.
We will send you a letter acknowledging receipt of your complaint within five working days of receiving the complaint.
We will investigate your complaint and provide a substantive response within 20 working days of receiving your complaint.
We may be able to deal with the matter in a phone call, or we may need to carry out a detailed review of your case. In all cases we will write to you to tell you the outcome of your complaint and to give you the opportunity to have your complaint reviewed if you are not satisfied with the outcome.
If you are not satisfied with our response you should contact us again and we will arrange for the file to be reviewed. When contacting us please explain why you continue to be dissatisfied.
Your complaint will be dealt with within the same time scales as Stage 1 above.
If your complaint is particularly complex and we have to change any of the timescales above, we will let you know why and provide you with an updated timescale.
If, at the end of the above process, you continue to be dissatisfied with our response, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or via telephone on 0300 555 0333.
Alternative Dispute Resolution
Alternative complaints bodies such as Promediate exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
As you have access to the Legal Ombudsman we confirm that we do not agree to use ADR.
We are also required to provide you with the details of the EU Online Dispute Resolution platform (ODR). This service is for disputes arising from contracts entered into through online services.