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G. Bakaitytė

Complaints policy

We are committed to providing a high quality service to all our clients. However, we recognise that things can go wrong from time to time. When something does go wrong we need you to tell us about it. This will help us to improve our standards. You can complain to Baltnet Claims about any aspect of our service to you. We will always respect your right to confidentiality and not treat you any differently for complaining.

However, if you have a complaint about the service or advice you have received from your solicitor, medical expert or engineer you should complain directly to them or to the firm they work for. If this would happens we would like you to inform us, and we will do our best to help you with that problem.

Our complaints procedure

  1. Complaints can be submitted in writing, by e-mail, by telephone or in any other form in respect of the claims management service that we provide to you which is regulated under the Compensation Act 2006.
  2. We reserve the right to decline to consider a complaint of it is made more than six months after you became aware of the cause of the complaint. We may 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.
  3. We will send you a written or electronic acknowledgement that we have received your complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, this 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.
  4. Within four weeks of receiving a complaint, we will send you either:
    -a final response which adequately addresses the complaint; or
    -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.
  5. Within eight weeks of receiving a complaint, we will send you either:
    - a final response which adequately address 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 Claims Management Regulator if you are dissatisfied with the delay.
  6. 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.
  7. 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:

Visit www.legalombudsman.org.uk/cmc
Call 0300 555 0333 between 8:30am to 5:30pm.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.
Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777

The details of the Legal Ombudsman are as follows:
Legal Ombudsman
PO Box 6806
Tel.: 0300 555 0333 (Lines are open Monday to Friday 8.30 - 17.30)
Email: enquiries@legalombudsman.org.uk

The Legal Ombudsman can:
a) use any information you provide to review your complaint;
b) ask us to apologise, re-do work for free or refund a fee if they find we have not complied with the regulatory rules.

The Legal Ombudsman cannot:
a) pay compensation or order compensation to be paid to you if you have lost out or have received poor service; or
b) take regulatory action if we have not broken any regulatory rules.