*Other costs may be applicable which can constitute but are not limited to disbursements, insurance and cancelling the contract with your lawyer outside the cooling off period. Please check this directly with your solicitors for more details.
The amounts shown are taken from the Judicial College, Guidelines for the Assessment of General Damages in
Personal Injury Cases, 12 edition, published by Oxford University Press. These are guidelines of what you could
receive if you are entitled to compensation. One of our injury specialist partners can discuss with you in more
detail what you can expect to receive based on your circumstances.
The guidelines can be accessed here.
Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand
the nature of your concerns and the redress you are seeking.
We will send an acknowledgement within 5 business days from receipt of your complaint.
We reserve the right to decline to consider a complaint that is made more than six months after you
became aware of the cause of the complaint. There may be instances where we will waive this requirement
at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit
that we are prepared to consider.
Investigating your complaint:
Your complaint will be investigated by the customer services manager. We will be as thorough as possible and
aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person
will not have been directly involved in the matter which is the subject of the complaint, and will have the
authority to settle the complaint.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will
then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision:
We will write to you with a full account of our investigation and our decision.