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Comments and Complaints

Comments 

We are always trying to improve our services and you can help. We would like to hear your comments or complaints about the services we provide.

If you are pleased with the service we provide, please tell us. You may have a suggestion about how we can improve. Sometimes the most straightforward ideas have the greatest benefit.

We want to hear from you if you are unhappy with any of our services. We are here for your benefit and we believe you are entitled to a quality service.

Our Complaints Handling Procedure:

We are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. We have eight weeks to consider your complaint, however 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 have a complaint, please contact us with the details. 

Complaints Officer

Klevas Consulting
Audit House
260 Field End Road
Ruislip
Middlesex
HA4 9LT

Telephone.: 020 886 82009
E-mail: complaints@klevas.co.uk

What will happen next?

  1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of any service that we have provided, including Claims Management service.
  2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint. 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.
  3. Within four weeks of receiving a complaint, we will send you either: a) a final response which adequately addresses the complaint; or b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.
  4. Within eight weeks of receiving a complaint we will send you either: a) a final response which adequately addresses the complaint; or b) a response which: (i) 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 (ii) informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
  5. Where we decide that redress is appropriate, we will provide you with 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.
  6. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

    Citizens Advice consumer service
    Post Point 24 Town Hall
    Walliscote Grove Road
    Weston super Mare
    North Somerset
    BS23 1UJ

    Telephone.: 03454 04 05 06
    Website: https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

    or in respect of regulated Claims Management services to: 

    Legal Ombudsman

    PO Box 6806
    Wolverhampton 
    WV1 9WJ
    Middlesex
    HA4 9LT

    Telephone.: 020 886 82009
    E-mail: complaints@klevas.co.uk
    Website: http://www.legalombudsman.org.uk/contact-us