Complaints Procedure
We want to give you the best possible service. If at any point you become unhappy or concerned about our service, you should inform us immediately so we can do our best to resolve the problem.
When making a complaint, it will help us if you:
- tell us about your complaint as soon as possible;
- be clear about the issue and how you would like us to resolve it.
Initially, it may be helpful to contact our support team to discuss your concerns and to give them an opportunity to resolve any issues. You can contact our support team by email at support@getyourrefund.co.uk or by phone at 01495 654360.
If they cannot address your concerns, you might wish to make a formal complaint. Making a complaint will not affect how we handle your case.
The procedure
If you have a complaint, please contact our Complaints Officer:
Phone: 01633 928282
Email: assistance@sw-sols.co.uk
Post: Stephens Wilmot Solicitors, Mamhilad House, Mamhilad Park Estate, Pontypool NP4 0HZ
What will happen next?
- We will endeavour to acknowledge your complaint within three working days of receipt, enclosing a copy of this procedure. It may take longer if our Complaints Officer is away from the office.
- We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Officer, who will review the file and speak to the colleagues involved. Our Complaints Officer may ask you for further information or to clarify elements of your complaint. Your complaint will be dealt with free of charge.
- Once our Complaints Officer has reviewed the matter, they will provide you with a written response within eight weeks of the date we receive full details of your complaint.
- The response from our Complaints Officer will be our final decision. If you are unsatisfied with their response, you can request a review. We will then arrange for another suitably qualified person to review your complaint and our response.
- We will write to you within seven days of receiving your request for a review to explain who will be carrying out the review (the acknowledgement letter).
- The person reviewing your complaint will endeavour to complete the review within 21 days of sending the acknowledgement letter. However, a more complex matter may take longer. If more time is needed, the reviewer will write to you within 21 days to keep you informed and to advise you when they expect to complete the review.
- The reviewer will set out their findings in writing, explaining their decision on the complaint and any steps we must take in response. This will represent our final written response to your complaint.
- If your complaint has not been resolved to your satisfaction within eight weeks of it being made, you can contact the Legal Ombudsman (LeO) about your complaint. The question of which complaints are covered by LeO is governed by the Scheme Rules published by the Ombudsman. You must normally make any complaint to LeO within one year from the date of the act or omission complained about (or from the date you should have realised there was cause for complaint). You must refer your complaint to LeO within six months of our final response.
The contact details for the Legal Ombudsman are:
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: legalombudsman.org.uk
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit their website at sra.org.uk to see how you can raise your concerns with the Solicitors Regulation Authority.