Complaints Procedure

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.

If you have a complaint, please contact us with the details.

1. Answer your letters, faxes and emails in a timely manner. 

2. Answer telephone calls promptly and ensure you are dealt with courteously and professionally.  

3. Provide clear and straightforward information about our services.  

4. Do all that we can to make our services available to everyone.   

5. listen to comments about our services and ensure that if problems occur, reasonable steps are taken to avoid future problems. 

6. treat you respectfully, considerately and fairly. However, we recognise things can go wrong from time to time.  

You are entitled to complain to Safe Claims about any aspect of our service. This might be the attitude of our staff, the quality of our service or delays in receiving information or a response from us.

How to complain

You can make a complaint either in writing, by fax, email, phone or in person.

When you make a complaint, please tell us,  

1. What went wrong. 

2. Who you dealt with.  

3. How you would like the complaint settled. 

How we will handle your complaint

We will always acknowledge your complaint within 5 days.  We will: 

1. Tell you the name of the person handling your complaint and how to contact them.  

2. Look thoroughly into your complaint. 

3. Resolve your complaint within 28 days – we will let you know if there is likely to be a delay, explain why and tell you when we expect to resolve it. 

4. Tell you who to contact if you are still unhappy. If we uphold your complaint, we will apologies, explain what went wrong and how we will prevent it from happening again.