Complaints

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Commercial Legal is regulated by the Claims Management Regulator in respect of regulated claims management services. We use the guidelines set out by the CMRU to ensure that our consumers receive a fair, consistent and prompt resolution wherever possible. If you are not satisfied with any service that we have provided then you can register a complaint using the following procedure where we will do our best to try to resolve the issue.

Step 1:  If you haven’t already, then we ask that you please contact us on 0203 108 0444 during the following hours of 9:00am to 5:30pm Monday- Friday

All staff members in these departments have been trained to provide a high level of service and will try to resolve any matter where possible. If the agent is unable to reach a satisfactory resolution for you they will refer you to the appropriate Line Manager who will also try to resolve your complaint. You can also register your complaint to the Complaints Handling Manager directly either in writing by writing into:

The Complaints Handling Manager
Commercial Legal
Unit 1
Carolina Court
Doncaster
South Yorkshire
DN4 5RA

By email by emailing: claims@commercial-legal.co.uk

Or by telephone by calling: 0203 7387300

Alternatively you may register your complaint in person by visiting us at the above address.

We will acknowledge your complaint promptly, to reassure you that we will be dealing with the issue as a matter of urgency, giving you the details of who will be handling the matter in our office. After having considered the issue, we will advise what action we intend to take and the expected timescales for this. At this time we will give you details of the service of the Legal Ombudsman, where this applies. In the event that your complaint relates to activities or services provided by another party, we will advise you of this in writing giving their contact details and the reasons for our decision, and ensure that your complaint is promptly forwarded to the appropriate party, in writing. We will aim to make a final response to you as soon as is practicable, and keep you reasonably informed as to progress.

We anticipate that we will be able to provide a substantive response to most complaints within 8 weeks. By the end of 8 weeks from receipt of your complaint, we will issue you with our final response, or issue a response that gives the reasons for the delay and indicates when we will be able to provide a final response. When we provide our final response letter, we will endeavour to ensure that we have taken into consideration any financial losses or material inconvenience you may have suffered. If we do not feel that your complaint is justified, we will advise you of the reasons for our decision and we will also advise how you may pursue the complaint if you remain dissatisfied. At that time, if we do not hear from you within 8 weeks, we will treat the complaint as closed.

Step 2:  You have the right to refer your complaint to an approved dispute resolution facility run by the Legal Ombudsman, either on receipt of our final resolution or 8 weeks from the date you informed us of your dissatisfaction.

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Please include a copy of the Final Response that we have issued to you with your reference number and quote “Commercial Legal Limited” as reference. You have the right to refer your complaint to the Legal Ombudsman, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Further information is available at www.legalombudsman.org.uk/cmc

It is sometimes only when consumers notify us, that we can address any areas in need of improvement so we do in fact appreciate your comments.

BVRLA Corporate Member

Membership NO: 2119