How we handle complaints
Sometimes things go wrong and letting us know when you are not happy provides us with the opportunity to put things right and improve our service for all our clients.
If you have a complaint, please contact us via email at carfinance@hd-law.co.uk
We endeavour to:
What happens when you make a complaint?
We will handle your complaint as quickly and thoroughly as possible, ideally resolving the matter when you contact us.
If we can’t, you will receive an acknowledgement of your complaint within 5 working days and your complaint will be formally logged in our complaints register. We aim to have a possible resolution within 21 days and provide a full written outcome to you within 28 days.
Sometime this is not possible and we need more time. Should the need arise, we will contact you to discuss why. The maximum time for handling your complaint is 8 weeks.
If you are still unhappy
We are committed to ensuring all complaints are fully and fairly addressed.
If you remain unhappy with the outcome after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you have the right to refer the matter to the Legal Ombudsman Service.
Their role is to help settle individual disputes between consumers and legal businesses in the UK. The Ombudsman usually expects you to follow our internal complaints procedure first and may refer you back to us if the matter remains unresolved or is still within 8 weeks.
You can find more information on their website www.legalombudsman.org.uk.