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Complaints Policy

Legal Notice

Our code of conduct

Companies House number: 12141491

Professional indemnity insurance: Travelers Insurance Company Limited (Limit of Indemnity £3,000,000)

VAT number: 341 5935 01

Complaints

Indemnity Legal is committed to providing impeccable service to its clients. Should you feel that we have not met that standard, then please raise any concern you may have with the fee earner who is responsible for the conduct of your matter.

Should you wish to raise a formal complaint, then you should contact the fee earner who is responsible for the conduct of your matter, or the firm’s Chief Financial Officer, Roseanne Taylor.

We have a written complaints procedure and this will be made available to you if you wish to complain formally. If you would like to see a copy of our complaints procedure at any time, please let us know.

We have eight weeks to consider any complaint you might raise, but if you are not satisfied with the handling of your complaint or our response, you are entitled to ask the Legal Ombudsman to consider your complaint. Normally you will have to bring a complaint to the Legal Ombudsman within 6 months of receiving a final response from us.

The Legal Ombudsman’s details are:

Legal Ombudsman

PO Box 6806
Wolverhampton WV1 9W

Website - www.legalombudsman.org.uk
Tel - 0300 555 0333
E-mail - enquiries@legalombudsman.org.uk

If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us. This service can be found at http://ec.europa.eu/odr. Our email address is enquiries@indemnitylegal.co.uk.

Alternative complaints bodies (such as ProMediate http://www.promediate.co.uk/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

The service we provide is regulated by the Solicitors Regulation Authority (the “SRA”).

The Solicitors Regulation Authority can also help if you are concerned about our conduct. You should contact the Solicitors Regulation Authority if you consider we have acted dishonestly, taken or lost your money or treated you unfairly because of your age, a disability or other characteristic. The SRA does not deal with complaints about poor service. Details of how you can raise your concerns with the SRA can be found here.

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