* Terms & conditions

 

McDonough & Associates
Employment Law Consultants

Saunders House
52 - 53 The Mall
Ealing
LONDON W5 3TA
t: 020 3078 6820
f: 020 3008 8451
info@mcdonoughassociates.co.uk

also at:

2nd Floor
20 Chapel Street
LIVERPOOL L3 9AG
t: 0151 375 9736

Mercury House
Shipstones Business Centre
New Basford
NOTTINGHAM NG7 7FN
t: 0845 618 7708
f: 0115 964 8201

Complaints Procedure:

We are committed to providing an excellent level of service. However, we recognise that there can be occasions when a client is not satisfied with the service we have provided and wishes to make a complaint. We therefore advise of the following procedures which we will follow should you have reason to issue a complaint.

  1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
  2. We reserve the right to decline to consider a complaint that is made more than 6 months after you became aware of the cause of complaint. However, there may be instances when we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit we are prepared to consider.
  3. We will send you a written or electronic acknowledgment of a complaint within 5 working days of receipt, identifying the person who will deal who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint and will have the authority to settle the complaint.
  4. Within 4 weeks of receiving a complaint, we will send you either:
    a) A final response which adequately addresses the complaint; or
    b) A holding response which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  5. Within 8 weeks of receiving a complaint we will send you either:
    a) A final response which adequately addresses the complaint; or
    b) A response which:
    i) explains the reasons for the further delay and indicates when we expect to be able to provide a final response; and
    ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
  6. 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.
  7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
    Legal Ombudsman
    PO Box 6806
    Wolverhampton
    WV1 9WJ
  8. The Legal Ombudsman will then adjudicate on your complaint.
McDonough Employment Law Ltd t/a McDonough & Associates
Regulated by the Claims Management Regulator in respect of regulated claims management activities. Authorisation Number: CRM26713