Evolution Legal Service Ltd is regulated by the Department for Constitutional Affairs in respect of regulated claims management activities and as such we operate a Complaints Handling procedure, in accordance with the guidelines set down by the regulatory body.

The following procedure sets out how we will deal with any complaints delivered by our clients and what action our client can expect to receive.

Who to Contact

The person within the company who is responsible for dealing with client complaints is:

Paul Manning
Managing Director
Evolution Legal Service Ltd
13 Beeches Industrial Estate
Coedcae Lane
Talbot Green
RCT
CF72 9DY

T – 01443 238443
F – 01443 223779
E- paul@evolutionlegal.co.uk
W – www.evolutionlegal.co.uk

This person has over 20 years experience in handling motor insurance related claims and is therefore sufficiently competent to deal with complaints and also has the authority to offer redress, should your complaint be upheld.

Making A Complaint

Evolution Legal Service Ltd will always strive to provide clients with the best possible service, we acknowledge that at times our services may slip beneath a client’s expectations.

Should you feel that you have no alternative other than to make a complaint, we will be happy to accept complaints by either a) Letter b) Telephone c) E-Mail d) In Person.

We wish to handle your complaint as speedily as possible and in that context we would prefer to receive your complaint in writing, in order to give us the fullest understanding of your problem.

We would ask client’s to remember that there are a number of factors which can affect the successful outcome of a motor accident claim, and some of these are outside the control of either ourselves or our support companies.

For example the Civil Procedure Regulations (CPR) provide the other driver’s insurance company with a 3 month period of investigation before having to take action on any individual claim.

Please bear this in mind when considering a complaint against Evolution Legal Service Ltd.

Our Complaints Procedure

When we receive a complaint in any format from a client we will do the following:

• Respond to your complaint within 5 working days of receiving it, providing full details of our complaints procedure.
• Investigate the complaint fully without prejudice to the client’s position
• Within 4 weeks of receiving your complaint provide either a) a final response or b) a holding response with an explanation of why we can’t yet finalise a response.
• Within 8 weeks of receiving your complaint provide either a) a final response or b) a holding response with an explanation of why we can’t yet finalise our response or c) details of the client’s rights to complain to the regulator.

Our response will address your complaint and if your complaint is upheld offer redress.

We may decline to consider a complaint that is made more than 6 months after the complainant became aware of the cause of the complaint.

If Your Complaint is Upheld

After fully investigating your complaint we will inform you of whether your complaint has been upheld or not.

If your complaint has been upheld we will offer redress.

Dependant upon the gravity of the error or omission on our part forming our decision to uphold your complaint, our offer of redress may include an apology, an offer to redo the work or refund a fee, or financial compensation.

If Your Complaint is Not Upheld

In these circumstances we will advise you of our decision and the reasons for not upholding your complaint.

We will also provide details of the regulator, should you wish to refer your complaint to him.