Complaints Procedure

How to Make a Complaint 

1. Complaints may be made: 

in writing to: The Oaks, Uckfield lane Hever, Kent, TN8 7LJ 
by e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.
by telephone on 01732 860329, in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006. 

2. We will send you a written or electronic acknowledgement of your complaint within two business days of receipt, identifying the person who will be handling the complaint for the business. 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. In the normal course of events it will be our Chairman Michael Fox who can be contacted directly on This email address is being protected from spambots. You need JavaScript enabled to view it.  

3. Within four weeks of receiving your complaint, we will send you either:

a. a final response adequately addressing 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. 

Before this deadline for a further response we undertake to provide a definitive response or that you may refer the handling of the complaint to the legal Ombudsman (LeO) if you are dissatisfied with our response. 

4. Where we decide that our service has fallen below the standards that we set ourselves and that expected by our regulator we will in the first instance seek to rectify the matter that you have brought to our attention. 

Where the matter is beyond our repair we may invite others at our cost to become involved but only with your consent. 

If financial 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 that you accept. 

Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress. 

5. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. 

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: 

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG 

Tel: 0300 555 0333 
This email address is being protected from spambots. You need JavaScript enabled to view it.  
Visit www.legalombudsman.org.uk/cmc 

N.B. Please note you have 6 months from the date of our final decision to approach the Legal Ombudsman.

 

Pragmaticum Limited is authorised and regulated by the Financial Conduct Authority. Ref: 501527 and by the Claims Management Regulator in respect of regulated claims management activities; its registration is recorded on the website: www.gov.uk/moj/cmr