Law-Match

Feedback

Law-Match is committed to providing a high standard of service.

In the unlikely event of a complaint relating to services provided by the solicitors we work with, your complaint will be forwarded to the firm to be dealt with in accordance with their own complaints handling procedures. These are subject to the principles of their own regulations. We work to strict service level agreements with our chosen firms and use your feedback and comments to manage the panel and its performance.

Should there ever be an occasion when you feel that you have not received a satisfactory level of service from Law-Match, we would like you to inform us so that we can do our best to solve the problem.

We will do everything possible to ensure that your complaint is dealt with promptly.

The easiest way to contact us is to call us on 0344 324 6556 (calls to a 03 number are charged at the same rate as a call to a standard UK landline). Alternatively, you can write to us at the following address, quoting your unique reference number in all correspondence:

Law-Match
3rd Floor, Lancaster Buildings
77 Deansgate
Manchester, M2 3BW

Or email feedback@law-match.co.uk

What 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 response explaining why we are not yet in a position to resolve your complaint and will indicate when we will make further contact with you.

Within eight 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 complaint to the Claims Management Regulator if you are dissatisfied with the delay.

If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS
Tel: 0845 450 6858

Or email consumer@claimsregulation.gov.uk

The Regulator will only intervene once all steps of the company’s complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation. We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.

Lawmatch is a trading name of The Legal Marketing Innovation Company, regulated by the Ministry of Justice in respect of regulated claims management activities details available and recorded at: http://www.claimsregulation.gov.uk Authorisation Number: CRM29976