Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management service Premier Legal Assist Ltd have provided and that is regulated under the compensation Act 2006.
Premier Legal Assist Ltd reserve the right to decline to consider a complaint that is made more than six months after you became aware of the complaint. There may be instances where Premier Legal Assist Ltd will waive this requirement at our discretion. Premier Legal Assist Ltd will confirm to you in writing if a complaint has been made outside the time limit that Premier Legal Assist Ltd are prepared to consider.
Premier Legal Assist Ltd will send you a written or electronic acknowledgment of a complaint within five business days of receipt, of identifying the person 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 authority to settle the complaint.
Within four weeks of receiving your complaint Premier Legal Assist Ltd will send you either: a final response which adequately addresses the complaint; or a holding response, which explains why Premier Legal Assist Ltd are not yet in a position to resolve the complaints and indicates when Premier Legal Assist Ltd will make further contact with you.
Within eight weeks of receiving a complaint Premier Legal Assist Ltd will send you either: a final response which adequately addresses the complaint; or a response which explains why Premier Legal Assist Ltd are still not in a position to make a final response, giving reasons for further delay and indicating when Premier Legal Assist Ltd expect to be able to provide a final response and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
Where Premier Legal Assist Ltd that redress is appropriate, Premier Legal Assist Ltd will provide you with a fair compensation for any acts or omissions for which Premier Legal Assist Ltd are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
PO Box 6804
Tel: 0300 555 0333
The regulator can review the handling of the complaint and can give further direction on the handling of the complaint. However, he cannot determine a complaint or award compensation.
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"I can highly recommend premier legal assist to any other firms of solicitors.
They have a commitment to providing high quality service and always keep you informed of the current position. They explain everything to the client and ensure that all documentation is properly and correctly completed. In addition they are highly efficient and ethical and very nice people to deal with."