Complaints ProcedureWhat happens next?
You will receive a written or electronic acknowledgment of your complaint within five business days of receipt, identifying the person who will be handling your complaint.
Within four weeks of receiving the complaint:
We will send you either;
a. a final response which adequately addresses the complaint.
b. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.
What to do if you are not satisfied with our response.
If we are unable to help you after 8 weeks, then you can have the 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:
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
PO Box 6804,
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