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Complaints Handling Procedure

Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We follow the guidance provided by the Claims Management Ombudsman which is part of the Financial Ombudsman Service which includes the summary resolution communication, time limits for resolving complaints and how we produce a final response.

Receiving Complaints

If you have a complaint, please contact us with the details. You can do this either:

1. By letter to:

Military Injury Ltd
86 – 90 Paul Street
London
EC2A 4NE

2. By Email to:

[email protected]

3. By telephone to:

0333 200 0069

Responding to Complaints

• We reserve the right to decline to consider any complaint raised more than 6 months after the complainant became aware of the cause of the complaint.

• We will send a written or electronic acknowledgement of any complaint received within 5 business days of receipt of any such complaint, giving the job description of the person handling the complaint, together with a copy of this internal complaints handling procedure.

• Within 4 weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within 4 weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.

• If a final response cannot still be provided within this 8 week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Claims Management Ombudsman.

Right to Complain to the Claims Management Ombudsman

If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Claims Management Ombudsman.
Complaints may be made in writing, by email, by telephone or any other form to

Claims Management Ombudsman
Exchange Tower
Harbour Exchange
London
E14 9SR

Get in touch by phone:

• 0800 023 4567 (free to call on mobiles or landlines)
• (18002) 020 7964 1000 (calls using next-generation text relay)
• +44 207 964 1000 (if you're calling from abroad)

Co-Operating with the Claims Management Ombudsman

We are committed to co-operating with both our clients, and the Authorities, in dealing with any complaints.

Where the Ombudsman requests assistance in connection with the investigation, consideration or determination of complaints under the ombudsman scheme we will provide such assistance in connection with those matters as it is reasonably able to give.

We will send you a prompt written acknowledgement or a summary resolution communication (if the complaint can be resolved within 3 working days).

We will keep you reasonably informed about the progress of your complaint and send you a final response.

 

Alan V Scott-Davies LLB (Hons)
Managing Director
Military Injury Ltd
14th January 2019