CCG
Claims Compensation Group

Legal & Policies

Complaints Procedure

Complaints

We hope that you will never have reason to complain about our service to you, as it is our aim to provide a high-quality service with which you will be satisfied.

However, we do realise that on some occasions your expectations are not met or something goes wrong. If you have a query or concern or simply dissatisfied please bring it to our attention as soon as you can. We will try to resolve the matter fairly and quickly. We will apologise if need be and do our best to offer a practical solution. The firm’s complaints partner is Aidan Loy who is responsible for this procedure.

What happens next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to Aidan Loy who will review your grievance and speak to the member of staff who acted for you.
  3. Aidan Loy will then write to you with his findings within 21 days of sending you the acknowledgement letter. However, if the complaint is complicated further time may be needed. If so, Aidan Loy will write and tell you and set another time limit.
  4. If you do not want a meeting or it is not possible, Aidan Loy will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
  5. Within three days of any meeting, Aidan Loy will write to you to confirm what took place and any solutions he has agreed with you.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another lawyer unconnected with the matter at the firm to review his decision. In some cases, an appropriate alternative at this stage might be mediation to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can make a formal complaint to the Legal Ombudsman whose address is given below.

Legal Ombudsman

PO Box 6806
Wolverhampton
WV1 9WJ