Complaints Procedure

Alpha Claims and Hire Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality legal 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.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may speak to us directly on: 0121 327 0382

What will happen next?

1.We will send you an email acknowledging receipt of your complaint within 5 working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your matter file and speak to the member of staff who acted for you.

3. We will then send you an email of the responsoe on how we are going to deal with your complaint and how you would like for us to resolve the issue.

4. Within three workin days of the email being sent, we will write to you to confirm what took place and any solutions s/he has agreed with you.

At this stage, if you are still not satisfied, you should contact us again and we will arrange for [another partner …or… someone unconnected with the matter at the firm.]

We will email you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can then contact us on: 0121 327 0382

© 2018 Alpha Claims and Hire is the trading name of City Accident Management LTD
City Accident Management Ltd is authorised and regulated by the Claims Management Regulator in respect of regulated claims activities.City Accident Management Ltd registration is recorded on the website www.claimsregulation.gov.uk Authorisation No. CRM 20413

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