Complaints Policy - Criminal Claims Bureau
Our Complaints Procedures
We pride ourselves on providing the best possible service to all of our clients. If you feel we have fallen short and you feel dissatisfied with the service for any reason, you can let us know by following our complaints procedure.
How to make a complaint
You have a number of options in order to make your complaint:
You may make your complaint in writing by sending your letter to the following business address; Copthall Bridge House, Station Bridge, Harrogate, North Yorkshire, HG1 1SP.
Or you can send an email to us at firstname.lastname@example.org.
You may prefer to make a complaint over the phone and you can do this by calling our main office number.
All complaints to our company are handled by the managing director of MJN Marketing Ltd, the company who owns and manages the Criminal Claims Bureau (CCB) service. You may forward any communications concerning your complaint directly to the managing director.
What happens next
We will send you a written or electronic acknowledgement of a complaint within two business days of receipt.
Within eight weeks of receiving a complaint we will send you either:
A final response which adequately addresses the complaint; or
A response which:
explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
informs you that you may refer the handling of the complaint to the Legal Ombudsman.
Where we decide that redress is appropriate, we will offer you fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
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 6806 Wolverhampton WV1 9WJ
Tel: 0300 555 0333
Please be aware that you have 6 months from the date of our final decision communication to approach the Legal Ombudsman to have your case independently reviewed. If you contact the Legal Ombudsman outside of this period you may be too late to have the case looked at.