Complaints Policy

1. Our complaints commitment

We treat all complaints seriously and use them to improve legal delivery, communication quality, and client care. Complaints are reviewed impartially by an appropriate senior reviewer who was not directly responsible for the issue where possible.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about our legal service, communication, billing, conduct, delay, or case handling outcome that requires a formal response.

Routine requests for updates are not complaints, but if those requests reflect dissatisfaction, we can log and handle them as formal complaints on request.

3. How to submit a complaint

You can submit complaints by email or in writing:

• Email: info@truevalueclaim.net
• Post: TrueValue Claim, Arkwright House, Parsonage Gardens, Manchester, M3 2LF

Please include your full name, file reference if available, contact details, and a clear summary of your concerns.

4. Information to include

To support a complete and efficient review, include:

• Dates of key events and communications.
• Any relevant emails, letters, invoices, or call records.
• The impact the issue has had on you.
• Your preferred resolution outcome.
• Whether there are urgent deadlines connected to the complaint.

5. Acknowledgement and first response

We aim to acknowledge complaints within two working days. Our acknowledgement will confirm:

• That your complaint has been logged.
• The person responsible for the review.
• Any immediate information we require from you.
• The expected timeline for a substantive response.

6. Internal investigation process

The reviewer will examine relevant file records, advice history, procedural decisions, correspondence logs, and billing records where relevant. We may contact you for clarification and can arrange a call where that will assist resolution.

Investigations are conducted against service standards, professional obligations, and documented case strategy decisions.

7. Outcome timelines

We aim to provide a full written outcome within 28 days of acknowledgement. If a matter is unusually complex, we will explain why additional time is required and provide a revised date.

Where partial findings are available earlier, we may share interim updates to keep you informed.

8. Possible complaint outcomes

Depending on the findings, outcomes may include one or more of the following:

• Explanation of actions taken and legal rationale.
• Apology where service shortfalls are identified.
• Corrective action plans for ongoing matters.
• Billing review and, where appropriate, fee adjustment.
• Service improvements and escalation to internal quality controls.

9. Urgent complaints

If your complaint relates to an imminent hearing, limitation deadline, enforcement action, or risk of immediate prejudice, label it as urgent. We will triage urgent matters promptly to prevent avoidable procedural harm.

10. Complaints about third parties

Where concerns relate to barristers, experts, or other third-party providers involved in your matter, we will review our role in instruction and oversight and provide guidance on any direct complaint channels that may also apply.

11. Confidentiality and data handling

Complaint records are handled confidentially and used only for investigation, resolution, compliance, and service improvement purposes. Data may be shared internally on a need-to-know basis and externally where legally required.

12. External escalation options

If you remain dissatisfied after our final response, you may have the right to escalate your complaint to the Legal Ombudsman, subject to applicable eligibility criteria and time limits. We will provide current signposting details in our final response letter.

13. Regulatory reporting and conduct concerns

Where complaints raise issues of serious professional conduct, we assess whether regulatory notification duties apply. TrueValue Claim operates in line with relevant professional conduct and regulatory standards.

14. Accessibility and support

If you need communication adjustments due to disability, language requirements, or vulnerability factors, let us know. We will take reasonable steps to make the complaints process accessible and fair.

15. Learning and service improvement

We record complaint themes and outcomes for quality assurance. Lessons learned are used to strengthen communication frameworks, file supervision, and service delivery standards across the firm.

16. Contact for complaints policy queries

If you have questions about this policy or need help submitting a complaint, email info@truevalueclaim.net and reference "Complaints Policy" in the subject line.