Complaints Procedure

1. Complaints may be made in writing, by email, telephone or in any other form in respect of services provided to you by Financial Investigation and Recovery Ltd, and that is regulated under the Compensation Act 2006. Confirmation of complaint details will be requested for clarification in writing logged by the company.

2. We will write to you by post or email, acknowledging your complaint within five business days of receipt of your complaint. We will identify the person who will handle the complaint, and wherever possible, will endeavour to ensure that that person will not have been directly involved in the subject of the complaint, and will have the applicable authority to investigate the complaint and ensure a satisfactory outcome.

3. Within four working weeks of receipt of the complaint, we will send you one of the following:
   (a) a response addressing the complaint to a satisfactory resolution.
   (b) a holding response, which will explain why the complaint cannot yet be resolved, also indicating when we will contact you
   further.

4. Within eight working weeks of receipt of the complaint, we will send you one of the following:
   (a) a response addressing the complaint to a satisfactory resolution.
   (b) a response which;
        (I) explains why we are still not able to give a final response, informing you of the reasons for the delay  
            and indicating the timescale of when we will be able to provide you with a final response.
        (II) informs you that, in the event that you are dissatisfied with the handling of your complaint, you
             may refer it to the Claims Management Regulator.

5. In the event that we decide that compensation is appropriate, we will settle it for any acts or omissions for which we are responsible. We will comply with any offer of compensation which you accept. Please note: compensation offered may not always be financial.

6. In the event that you are unsatisfied with the handling of your complaint, or your complaint is not resolved within eight weeks, you may refer the complaint to;

Legal Ombudsman (LEO)
P.O. Box 6806
Wolverhampton
West Midlands
WV1 9WJ
enquiries@legalombudsman.org.uk
Tel: 0300 555 0333

7. The Legal Ombudsman can review the handling of the complaint and can also give direction on further handling of the complaint.

For complaints, please email us at:
complaints@firl.co.uk