Complaints Policy
Last updated: January 2025
Our Commitment
At Unfair Dismissal UK, we're committed to providing excellent service. This policy explains how to make a complaint and what you can expect from us.
Important Notice
Unfair Dismissal UK is a lead generation service, not a law firm. We connect individuals with independent, regulated solicitor firms. We do not provide legal advice or representation.
For complaints about legal services: Contact the solicitor firm directly.
This complaints policy covers: Our lead generation and referral services only.
What You Can Complain About
Service Quality
- Quality of our case assessment
- Delays in matching you with solicitors
- Lack of communication or updates
- Mistakes or errors in information provided
Customer Service
- Rudeness or unprofessional behavior
- Discrimination or unfair treatment
- Responsiveness to enquiries
Technical Issues
- Website problems affecting your assessment
- Issues with receiving referrals
Data and Privacy
- Concerns about how your data was handled
- Privacy or confidentiality issues
How to Make a Complaint
Email: office@unfair-dismissal.uk
What to Include:
- Your name and contact details
- Date of your assessment or enquiry
- Details of your complaint (what happened, when, who was involved, what outcome you're seeking)
- Any relevant correspondence or documents
What Happens Next
Acknowledgment: We'll acknowledge your complaint within 3 business days with a unique complaint reference number.
Investigation: We'll thoroughly investigate your concerns.
Response Timeline: Full response within 14 business days for standard complaints. For complex complaints, we'll explain why we need longer and provide updates every 7 days.
Our Response Will Include: Summary of your complaint, findings of our investigation, our decision and reasons, remedy offered (if applicable), your right to escalate if dissatisfied.
Possible Outcomes
Depending on circumstances, we may offer: apology, explanation, corrective action, process improvements, goodwill gesture, or no remedy (if the complaint is unfounded).
What We Can't Do
- Resolve complaints about legal services (contact the solicitor firm)
- Provide compensation for legal case outcomes
- Influence solicitor decisions about case acceptance
If You Remain Dissatisfied
Trading Standards
Citizens Advice Consumer ServicePhone: 0808 223 1133Website: citizensadvice.org.uk/consumer
Complaints About Solicitors
Step 1: Contact the Solicitor Firm
All solicitors must have formal complaints procedures. Contact them first.
Step 2: Legal Ombudsman
Legal OmbudsmanWebsite: legalombudsman.org.ukPhone: 0300 555 0333Email: enquiries@legalombudsman.org.uk
Time Limits:
- Within 6 years of the problem occurring
- OR within 3 years of you becoming aware of it
- AND within 6 months of the solicitor's final response
Free Service: No charge to use the Legal Ombudsman.
Step 3: Regulatory Body
Solicitors Regulation Authority (SRA)Website: sra.org.uk | Phone: 0370 606 2555
CILEx RegulationWebsite: cilexregulation.org.uk | Phone: 01234 845770
Bar Standards Board (BSB)Website: barstandardsboard.org.uk | Phone: 020 7611 1444
Your Rights During a Complaint
Your complaint won't affect any ongoing service. You can request copies of relevant correspondence. Your complaint will be handled confidentially. We won't penalize you for complaining.
Contact Information
Email: office@unfair-dismissal.ukBusiness Hours: Monday-Friday, 9am-5pm
We aim to:
- Acknowledge within 3 business days
- Resolve within 14 business days
- Keep you updated throughout
Version: 1.0 | Effective Date: January 2025