Travelers Legal Complaints Procedure
Travelers Legal complaint procedure
We strive to leave all our policyholders happy and satisfied with our service offering. However, in the event of an issue or complaint, the Travelers Legal complaint procedure ensures that these are investigated and action is taken when appropriate.
If you need to make a complaint, please follow the step-by-step guide below.
How to make a complaint
1. The Letter of Engagement contains the name and status of the person whom you should approach in the event of any problem or complaint with the service provided. We hope your complaint is one which can be resolved informally and speedily by the Head of Legal Practice for Travelers Legal.
2. Your complaint will at that stage be recorded and you will be provided with an assurance that it is being investigated within two working days.
3. Upon notification of the complaint, the person investigating your complaint will within 10 working days:
- discuss the complaint with the person about whom the complaint is made
- review the papers
- obtain further details from you if necessary and
- consider all aspects of the complaint.
4. The complaints investigator will agree with the person about whom the complaint is made any immediate action needed to resolve the complaint and either speak to you direct or write to you with a suggested solution.
5. If you are dissatisfied with the resolution offered by the Head of Legal Practice for Travelers Legal, the complaint will be referred (or you may choose to refer it) to the Vice President, Claims Europe, Judy O’Neill.
6. The Vice President, Claims Europe, will then within 10 further working days:
- review the complaint
- review the papers
- discuss the complaint with the person about whom the complaint is made and their immediate supervisor, if any
- discuss the complaint with you if necessary and
- try to agree a course of action to resolve the complaint with you.
7. If the complaint is not resolved to your satisfaction, you will be reminded of your right to have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.
You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are as follows:
Postal address
Legal Ombudsman
P.O. Box 6806 Wolverhampton
WV1 9WJ
Telephone +44 (0)300 555 0333
enquiries@legalombudsman.org.uk
8. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
9. Visit the Solicitors Regulation Authority website for information on how you can raise your concerns or contact them at the address below:
The Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47
Travelers Legal is the trading name of Travelers London Limited. Travelers London Limited is a limited company registered in England and Wales (registered number 03900859) and is authorised and regulated by the Solicitors Regulation Authority (645347).