Disclaimer

NV Legal is a trading name of NV Legal Limited which is a company registered in England and Wales – registration number 08882330. A list of directors is available for inspection at its registered office which is; Kemp House, 160 City Road, London, EC1V 2NX,

This firm is authorised and regulated by the Solicitors Regulation Authority, details of the Solicitors’ Code of Conduct are available at www.sra.org.uk.

Complaints process

We aim to offer all our clients a friendly and efficient service, however, we do accept that from time to time clients may wish to express concern about the legal process or the service provided by our firm or our professional service providers. If for any reason you are unhappy with any aspect of your representation please make initial contact with the individual who has conduct of your case. Full contact details can be found on all communications sent to you by our firm.

If the fee earner is not able to resolve the matter to your satisfaction, or you consider it inappropriate to contact the individual, then we would ask that you contact Nick Davis (Managing Director) to discuss your concerns. He can be contacted via the main switchboard number or by email ndavis@nvlegal.co.uk or by letter to PO Box 2469, Watford WD18 1XN. The complaint will be dealt with in accordance with the firm’s complaints procedure which is detailed below.

The time frame for completion of the full complaints procedure is usually a maximum of eight weeks. All references to ‘days’ below are to Monday to Friday (business days). If at any point it is necessary for us to exceed our self-imposed timescales (due to delay in obtaining documents, staff commitments etc.) we will advise you and confirm the amended timescale.

If, for whatever reason, you feel unable to make the complaint personally we are able to accept complaints from another person but, in the absence of express verbal or written consent from you, we will not be able to discuss the details of your case with them. Our response will be directed, in writing, to you. You may wish to provide us with specific instructions to deal with another person in these circumstances.

On receipt of your complaint:

1. We will forward a letter acknowledging your complaint and provide the name of the person who will be dealing with the issue. This will be an individual, in a managerial position who is unconnected with your case. You can expect to receive our letter and a copy of this document within 24 hours of NV Legal receiving your complaint. If you have communicated with us by email we will generally adopt email communication as the standard form of response.
2. We will record your complaint in our central register and open a file for your complaint. We will do this within a day of receiving your complaint.
3. We will then investigate your complaint. This may involve one or more of the following steps:
   • The investigating manager will examine your complaint file and any supporting documentation. This will include any information provided by the member of staff with conduct of your case
   • We may ask the member of staff who acted for you to consider your complaint and provide information to the investigating manager
   • Further information such as relevant documents or interview notes may be obtained
   • Initial enquiries may indicate that further information is required from other sources or the investigating manager may wish to put clarifying questions to you

We allow ourselves 10 working days from receipt of your complaint to conclude the first stage of our investigation.

4. Having considered the information we hold, the investigating manager will forward a detailed reply to include any suggestions we have for resolving the matter. This will happen within two days of the investigating manager completing their investigations.
5. At this stage, if you are not satisfied with our response, you can contact us again. We will then arrange to review the decision. This will happen in one of the following ways:
   • An alternative manager will be asked to review the decision
   • A partner will review the decision

In both circumstances this process will be completed within 10 days of your resubmitted complaint.

We will inform you of the result of this review no later than two days following completion of stage 5. At this time we will write to you confirming our final position on your complaint and explaining our reasons. If our investigations find any need for change we will let you know what changes are planned any timescale for their implementation.

6. In the event that you are unsatisfied with the outcome of the procedure you have the right to take the matter to the Legal Ombudsman who can be contacted at PO Box 15870, Birmingham, B30 9EB or by telephone on 0300 555 0333.
7. The Legal Ombudsman scheme is subject to time limits and you are required to bring the matter to the Ombudsman’s attention within 12 months of the problem occurring (or 12 months from the date you first became aware of the problem occurring) and within six months of receiving our final response from this firm (stage 6 above).

In exceptional circumstances we may alter the above time scales. If this is the case we will always inform you and explain why.

We do not make any charge to a client who wishes to use our complaints process

No-win, no-fee – What does it mean?

No-win, no-fee means that if NV Legal acts on your behalf to make a claim for compensation, there is no charge if the claim is unsuccessful. (This is sometimes known as a Conditional Fee Agreement.) In this way, you have the reassurance of knowing that you will NOT be faced with a bill if you receive no compensation.

When you approach us about your potential compensation claim, we will listen closely to your case before taking the decision to represent you. We will only decide to seek compensation for you if we judge there to be a reasonably good chance of success.

Can I claim?

If you have been injured in the past three years in an accident that was not your fault, you may have a claim for compensation. Please call 03330 112 732.

If you have been injured in the last two years through a criminal act that was not your fault, you may have a claim for compensation. Please call 03330 112 732.

If you have had an injury claim settled by a law firm in the past six years and you were not happy with the amount or advice you received, the medical evidence obtained on your behalf (if any) or the deductions made to your compensation claim, you may have a claim for further compensation. Please call 03330 112 732.