Our Complaints Procedure

If you inform us that you feel that we have failed to meet our own standards or your expectations of us and that you wish to make a complaint, we will adopt the procedure outlined below to resolve your complaint quickly and efficiently.

A team manager will contact you to discuss your concerns and attempt to resolve your complaint to your satisfaction as quickly as possible. If the manager is unable to resolve the matter they will refer your complaint to our Compliance Team for a formal investigation.

Your complaint will be overseen by the Compliance Officer for Legal Practice, and recorded in our central register. The Compliance Officer for Legal Practice at Admiral Law is Caroline Blake.

We will write to you to acknowledge that you have made a complaint and in that letter we will confirm the name of the Compliance Officer you can contact with any queries concerning your complaint. You will not be charged by us for making a complaint and our complaint investigation will be separate to any on-going claim you may have with us.

During the investigation of your complaint a Compliance Officer will contact you to confirm the details of the matter and seek any necessary clarification of your complaint. The Compliance Officer will attempt to contact you, within five working days of receiving notification of the complaint, by telephone unless you provide alternative instructions for contact. If the Compliance Officer is unable to speak with you they will continue with the investigation to avoid delaying providing a response to your complaint. The investigation of your complaint will involve reviewing your file and speaking to any staff involved in the matter.

We will contact you by letter, or by other method agreed with you, within ten working days of the date of your complaint to us, setting out the results of the investigation, and suggesting what, if any, actions are proposed by us to remedy the situation. If, for any reason, we cannot meet the timescale for this response, the Compliance Officer will notify you of the reasons for this in advance, and set out a reasonable alternative timescale.

If you confirm that you are satisfied with the proposed remedy the complaint will be closed on our central register. If you do not respond to the letter the Compliance Officer will contact you to check you have received it and are happy with the response and proposed remedy.

If, however, you are dissatisfied with the proposed remedy, you will be contacted within two working days of the date of your reply, by the Compliance Officer to discuss your complaint further in order to reach a resolution. If requested, a meeting can be arranged for this purpose. You will then receive a written response within ten working days of the date of your reply, confirming our reviewed position on your complaint, which you may accept, or you may ask for the complaint to be escalated to the Compliance Officer for Legal Practice or a Senior Compliance Officer.

If you are still not satisfied, you can contact the Legal Ombudsman at: PO Box 6806, Wolverhampton, WV1 9WJ or by calling 0300 555 0333 or by emailing enquiries@legalombudsman.org.uk about your complaint.

Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have had 8 weeks to deal with your complaint. If you are not satisfied with our reply after the 8 weeks has expired, you can complain to the Legal Ombudsman within six months of receiving our final written response. Please note that if we have made you a monetary offer as part of our complaint response and you bank that payment the Legal Ombudsman may not accept a referral to them under their scheme rules.

For further information you should contact the Legal Ombudsman or refer to the Legal Ombudsman's website at www.legalombudsman.org.uk.

June 2017

Admiral Law Limited is a company registered in England & Wales with company number 08023665, whose registered office is 9th Floor, Brunel House, 2 Fitzalan Road, Cardiff, CF24 0EB. Admiral Law Limited is authorised and regulated by the Solicitors Regulation Authority registered number 596862. A list of directors is available for inspection at the registered office. Admiral Law, EUI Law, Diamond Law, Elephant Law and BDE Law are trading names of Admiral Law Limited. VAT No. 742 2006 76. All telephone calls are recorded for quality and monitoring purposes.