Every complaint is acknowledged within five working days in writing. It will be
logged centrally within the firm so that we can monitor progress on how it is
being handled. The identity of the person handling your complaint will set out
in this letter and a copy of this procedure will be included.
Our aim is to respond to your complaint in full within 28 days, and we are able
to achieve that in most cases. If however that will not be possible, we will let
you know when you will receive a full response.
If we cannot supply a response within 8 weeks after receipt of your complaint,
we will let you know why we are not in a position to make a final response
and indicate when we expect to be able to make a final response. If you are
dissatisfied with the delay, you may refer the handling of the complaint to the
Claims Management Regulator.
What we will actually do to satisfy your complaint
We would first ask that you understand that we do not engage in call centre
activities so it will not have been Connect Legal Limited that will have
telephoned you. It is highly likely that your details will have been purchased
from either a data broker or one of our data providers for the purpose of
providing your details to one of our panel solicitors or other services providers
to assist you in bringing a claim for compensation.
We would point out that we only purchase Personal Injury records from other
companies that have given us an undertaking that each and every client has
made an enquiry about making a claim for compensation.
We would accept that most of the data that we purchase is from other CMC's
or Solicitors where they have been unable to offer their services to the actual
client for one reason or another. In most cases, the reason is that the claims
have been rejected due to poor prospects of bringing a successful claim.
In some circumstances, it may well be that we will simply need to provide you
with the details of the company that supplied us with your details so that you
may instigate your own enquiry with them.
Our Response
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 Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
The Regulator can review the handling of the complaint and can give a
direction on further handling of the complaint. However, he cannot determine
a complaint or award compensation.
