COMPLAINTS PROCEDURE

We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have any other concerns, then you should inform us immediately so that we can do our best to resolve the problem for you.

As we are a business regulated by the Claims Management Regulation, we follow the Complaints Handling Rules 2015. Therefore:

We must send a written or electronic acknowledgement of a complaint within five business days of receipt, giving the name or job title of the individual handling the complaint on our behalf, together with details of our internal complaints handling procedures.

We must, by the end of eight weeks after receipt of a complaint, send you either:

  1. a) a final response (which must inform you that you can complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman);
  2. b) or a response which:
  3. explains that we are still not in a position to make a final response, and give reasons for the further delay and indicate when we expect to be able to provide a final response;

and

  1. informs you in writing that you can complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:

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 01or 02) from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777

Email cmc@legalombudsman.org.uk

Legal Ombudsman PO Box 6804, Wolverhampton, WV1 9WG

If you have any questions, comments or concerns arising from the website, the privacy policy or any other relevant terms and conditions, policies and notices or the way in which we are handling your personal information please contact us.

YLMUk reserves the right to change this Privacy Policy from time to time and without notice.  An up to date version of this Privacy Policy is available on the YLMUk website.