We pride ourselves on delivering a high standard of customer service to all our clients, and this is supported by our strong company policy on no cold calling. If however you are unhappy with the service you received from LITKRAFT, please let us know so that we can learn and improve from your suggestions.
- All formal complaints received by letter, e-mail, fax or telephone will be passed to LITKRAFT’s Complaints Officer on the day of receipt.
- Our Complaints Officer will send a written acknowledgement of the complaint within five business days of receipt, along with details of the LITKRAFT’s internal complaints handling procedures.
- Within four weeks of receiving a complaint, the Complaints Officer will send either:
- A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
- A holding response which will explain why the business is not yet in a position to resolve the complaint, along with details as to when you can expect further contact about the matter.
- Within eight weeks of receipt of a complaint, the Complaints Officer will send either:
- A final response. You may refer the handling of the complaint to the Financial Ombudsman (see below for their details) if you are dissatisfied with the response; or
- A response explaining that the business is unable to make a final response, reasons for the delay and a timescale for providing a final response will be given.
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The details for the Financial Ombudsman are as follows:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ