Complaints Procedure for the Asbestos Claim Centre

The Asbestos Claim Centre are fully committed to providing all clients with a high level of service throughout the course of a claim, that's why we work with fully qualified, specialist personal injury and occupational disease solicitors that offer the very best legal advice. If in the unlikely event that you become dissatisfied with the service you have received from either the Asbestos Claim Centre or one of our specialist solicitors, we offer a clear complaints procedure that you can follow.

The Asbestos Claim Centre Internal Complaints Procedure

A complaint may be raised with any member of staff or directly to our complaints manager, either in writing, over the phone or electronically via our website in the form of an e-mail.

All complaints are referred to the Complaints Manager for independent investigation. The Complaints Manager will write to acknowledge a complaint within five working days of the complaint first being received. The acknowledgement letter will confirm the following:

The Asbestos Claim Centre aims to investigate and resolve all complaints within four weeks of receipt. If in the event we are unable to provide you with a full response, we will write to you and inform you of the reasons why we have been unable to resolve the complaint and when we will next be in contact with you.

In the unlikely event we have still not concluded our investigation after eight weeks we will write to you again to inform you of the reasons why and a date in which we expect to be able to provide you with a final response.

Upon conclusion of our investigations into a complaint, we will send you a final decision letter confirming the following;

External (Panel Solicitor) Complaints Procedure

After careful consideration of each individual enquiry, the Asbestos Claim Centre refers clients to expert firms around the country, best suited to deal with their specific enquiry. On transfer of the claim, the expert firm of solicitors undertakes the management of their claim.

Whilst we are committed to ensuring that a high quality of service is maintained upon transfer to a panel solicitor, we subscribe to the principles of the professional regulations governing solicitors. In doing so we must not attempt to influence the manner in which any client is advised by that solicitor. All solicitors are bound by professional regulations to operate a complaints handling procedure and to notify the clients of these procedures from the moment they begin to work for the client.

Consequently, if a client decides to register a complaint regarding any aspect of the work being carried out for them by an appointed panel solicitor, the Complaints Manager will ensure that the following procedures are adhered to: