As part of our values we understand that we will make mistakes and we use these to learn and get better at our jobs. Any feedback you provide is welcomed. We take complaints seriously and rely on open and honest communication to ensure that you get your complaint resolved in a satisfactory and timely manner.
The purpose of this policy is to ensure that if you wish to complain about the service you receive you should understand how to do so, how quickly your complaint will be investigated and the timescales for receiving a resolution.
We are confident that an open and positive discussion will resolve the majority of problems swiftly. If you are dissatisfied with the service you have received, please raise your concerns with the person handling your case first, either by phone or in writing. If necessary, a manager will investigate your complaint and attempt to resolve your complaint.
If this is not possible, please write to the Accell Digital Limited at
7 Bell Yard, London WC2A 2JR
020 7126 8245
Within two working days of receiving your complaint, we will send you a letter acknowledging receipt and providing a copy of this procedure. We will arrange for a thorough investigation of your complaint.
Within four weeks of the date of the acknowledgement letter, you will receive a detailed written response to your complaint, including any suggestions for resolving the issue.
If your complaint remains unresolved, you may report it to Emma Hindz, our Managing Director.
Emma will review your case and write to you within four weeks of receiving your review request, confirming our final decision on your complaint and explaining our reasoning.
If your complaint has not been resolved, you may contact the Legal Ombudsman. They will investigate your complaint independently, and their findings will have no affect on how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will ensure that you have first attempted to resolve it with us. Any complaint to the Legal Ombudsman must normally be submitted within six months of our final decision on your complaint and no later than six years from the date of the act/omission – or three years from when you should have reasonably understood there was a basis for complaint. The Legal Ombudsman’s contact information is as follows:
PO Box 6806, Wolverhampton, WV1 9WJ. Telephone: 0300 555 0333. Overseas callers should telephone on +44 121 245 3050. Minicom users should contact on 0300 555 1777. Alternatively, you can email them at enquiries@legalombudsman.org.uk. You’ll find the further information on the Legal Ombudsman website.