Legal Services

Loss Insurance Services Ltd is committed to high quality legal advice and client care. However, if you are unhappy with the service you have received or the costs you have been charged and wish to make a complaint you should contact Mrs Catherine Wilkinson in writing at Loss Insurance Services Ltd, Suite G5, Northwich Business Centre, Meadow Street, Northwich, CW9 5FP, by email to catherine.wilkinson@loss-insurance.co.uk or by telephone on 01606 601000 detailing the nature of the complaint.

We have a procedure in place which details how complaints are handled which is available at our office. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk. www.legalombudsman.org.uk.

Normally, you will need to bring a complaint to the Legal Ombudsman within twelve months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).  There may also be a right for you to object to your bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974.  We have the right to charge interest on any unpaid bills. Please see our terms of business for further information.

Insurance

We do our best to provide you with the highest levels of customer service at all times, however, should you wish to make a complaint you should do so with our Complaints Manager. You can do this in writing to Complaints Manager, Loss Insurance Services Ltd, Suite G5, Northwich Business Centre, Meadow Street, Northwich, CW9 5BF, by email to info@loss-insurance.co.uk or by telephone on 01606 601000 detailing the nature of the complaint.

We aim to resolve your concerns on an informal basis, within three business days.  Where we have been able to, we will send you a letter confirming this.  We’ll also explain how you may be able to refer the matter to the Financial Ombudsman Service if you subsequently decide that you are unhappy with the outcome.

In the unlikely event that we are unable to resolve your complaint by close of business on the third working day following receipt, an acknowledgement will be issued no later than five working days after receiving your complaint confirming who is dealing with the complaint and when we expect to respond to you. Your complaint will be reviewed formally and will send you a final decision in writing with eight weeks of the date we received your complaint.

If you are still unhappy, or you do not receive a written offer of resolution within 8 weeks of the date we received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service.  The Financial Ombudsman Service is an independent body that arbitrates on complaints.  They can be contacted at: Exchange Tower, London E14 9SR, telephone 0800 023 4567, 0300 123 9123 or email complaint.info@financial-ombudsman.org.uk.  Website http://www.financialombudsman.org.uk

You have six months from the date of our final response to refer your complaints to the Financial Ombudsman Service.  This does not affect your right to take legal actions, however the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

If you have purchased a policy online, you may also wish to refer your complaint to the online dispute resolution platform, https://ec.europa.eu/odr.  However, this may be a longer process, and your complaint may simply be referred to the Financial Ombudsman Service by this platform.