Customer Promise

NO FEE – WIN OR LOSE

• We will not take any money from you
• We will not deduct any money from the compensation that you are awarded
• We will never ask you to sign a loan or credit agreement
• We will only act for you on a NO FEE – WIN OR LOSE BASIS

Claims Service

• Each client will be contacted by telephone within 24 hours upon receipt of initial instructions.  If no contact can be made then a letter will be sent within 24 hours acknowledging the potential claim and asking for contact.

• Each file is reviewed every 28 days and actioned accordingly.  Every client is updated upon developments and/or upon review.
• Each case handler’s diary system is actioned on a daily basis ensuring all aspects of the claim are routinely chased.
• The clients preferred method of communication will be used where possible
• We will only instruct external organisations to undertake work on the claim who have been carefully vetted for service and can meet our own standard

Telephone Service

• All outgoing correspondence will include the case handler’s direct dial number.  A voicemail facility is provided.
• Each telephone call will be picked up within three rings and be answered in a courteous and professional manner.
• All voicemail messages will be returned within 24 hours.
• Where a case handler is out of the office or on leave, their telephone will be answered by their team in their absence and any voicemail facility accessed and actioned every day.

Correspondence Service

• All correspondence will be replied to within 5 working days of receipt.
• Where correspondence is sent by email, an acknowledgement of the email will be sent within 24 hours and a full response sent within 5 days.
• We will always strive to use plain English