Complaint Policy

We strive to deliver a legal service of the utmost quality. However, we understand that there may be instances where we fall short. If you encounter any issues, including concerns regarding billing, we kindly request that you inform us promptly. By doing so, we can make every effort to address the matter and work towards a resolution. Your feedback is invaluable in helping us improve our services.

How do I make a complaint?

In order to assist us in addressing your complaint thoroughly and ensuring nothing is overlooked,

we kindly request that you provide us with the following details:

• we kindly request that you provide us with the following details:
• A clear description of what you believe we have done wrong.
• Your desired outcome or what you hope to achieve by lodging the complaint.
• If applicable, please provide your file reference number.

If you require any assistance in filing your complaint, please let us know, and we will make every effort to support you through the process.

How will you deal with my complaint?

Once we receive your complaint, we will ensure it is recorded centrally for proper management.

Within three working days of receiving your complaint, we will send you a written acknowledgment, along with a copy of our complaint policy for your reference.

To thoroughly investigate your complaint, we will undertake the following steps:

• Reviewing the details and nature of your complaint.
• Examining the relevant files and any other pertinent documents.
• If applicable, referencing your file number for easy identification.

During the investigation, we may request additional information or documents from you. If necessary, we will specify a reasonable timeframe within which we expect you to provide the requested information.

Throughout the process, we will keep you informed about the progress of your complaint at suitable intervals.

In certain circumstances, it may be appropriate for us to invite you to a meeting to discuss your complaint. However, please note that your attendance is entirely optional, and we are available to address your concerns via telephone if you prefer.

Upon completing our investigation, we will provide you with a detailed response that outlines the actions taken and our proposed resolution for your complaint. While we strive to do this within 21 days from the date of our acknowledgment letter, please be aware that we have up to eight weeks to respond to your complaint, as per regulatory requirements.

What if I am not satisfied with the outcome?

If you are dissatisfied with the outcome of our internal complaints handling procedure, we encourage you to inform us of your concerns, and we will conduct a thorough review of the matter.

In the event that you remain unsatisfied, you have the option to escalate your complaint to the Legal Ombudsman, an independent organization that handles complaints about legal services. You can reach the Legal Ombudsman using the following contact information:

Telephone: 0208 090 8872
Email: info@businessenergyclaimsguru.co.uk

Typically, you should refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint or within six years of the act or omission that you are complaining about (or within three years of becoming aware of it). For more detailed information, including specific timeframes and requirements, please consult the Legal Ombudsman's website at info@businessenergyclaimsguru.co.uk

What if I am not satisfied with the outcome?

If you are dissatisfied with the outcome of our internal complaints handling procedure, we encourage you to inform us of your concerns, and we will conduct a thorough review of the matter.

In the event that you remain unsatisfied, you have the option to escalate your complaint to the Legal Ombudsman, an independent organization that handles complaints about legal services. You can reach the Legal Ombudsman using the following contact information:
‍
Telephone: 0208 090 8872
Email: info@businessenergyclaimsguru.co.uk

Typically, you should refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint or within six years of the act or omission that you are complaining about (or within three years of becoming aware of it). For more detailed information, including specific timeframes and requirements, please consult the Legal Ombudsman's website at info@businessenergyclaimsguru.co.uk

What will it cost?

Our firm will not impose any charges for handling your complaint. However, it is important to note that if we have already issued a bill for the work carried out on your case and there are unpaid amounts, we may be entitled to charge interest on the outstanding balance.

Regarding the Legal Ombudsman service, it is important to clarify that their services are provided free of charge. You can seek their assistance without incurring any fees.