Complaints Procedure

Complaints Procedure

At Oracle Legal Limited customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

Complaints may be made in writing to:

Customer Relations
Oracle Legal Ltd
Lester House
21 Broad Street
Bury
Lancashire
BL9 0DA

or by telephone on: 0800 840 7292

or by e-mail to: info@oraclelegal.co.uk

 

What happens next?

If you are unhappy with our service, you can log a complaint with us as follows:

  • Give us a call and we can discuss the issue
  • Submit a written complaint via email toinfo@oraclelegal.co.uk
  • Write into us to: Customer Service Manager, Oracle Legal Ltd, Lester House Business Centre, 21 Broad Street, Bury, Lancs, BL9 0DA

 

How will we correspond with you?

We will acknowledge your complaint to you within five business days of receipt, in line industry regulations outlining how we will be handling the matter.

We will then investigate your points raised and come back to you in writing within 8 weeks of the original received date of complaint. We will endeavour however to come back to you before that time wherever possible.

Our final response issued to you with our findings will include any action(s) we deem reasonable and just to bring the matter to a mutually acceptable conclusion. We remain happy at all times however to discuss your thoughts on any correspondence sent to you in relation to your complaint.

 

Once we have issued our final response, should we not have heard back from you within the subsequent 28 days, we will assume you accept our findings.

 

What to do if you are not satisfied with our response.

If you remain unhappy, you can have your complaint independently looked at by the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

Visit: www.LegalOmbudsman.org.uk/cmc

Call: 0300 555 0333 between 8.30am to 5.30pm.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For minicom call: 0300 555 1777

Email cmc@legalombudsman.org.uk

Legal Ombudsman
PO Box 6804,
Wolverhampton,
WV1 9WG

Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.

Oracle Legal Ltd is regulated by the Claims Management Regulator in respect of regulated claims management services; it’s registration is recorded on the website:www.justice.gov.uk/claims-regulation.

Authorisation Number: CRM17936