We value our clients and are committed to providing a high quality legal service to all our clients. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will help us improve our standards.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, our Complaints Policy details who to contact should you be unhappy with our service and have been unable to resolve the matter with the person dealing with your case. It also explains what will happen from the point of the complaint onwards. Making a complaint will not affect how we handle your case.
If you have a complaint please write to us with full details of your concerns. Our client care team has responsibility for dealing with complaints. You can contact them at Dukes House, 34 Hoghton Street, Southport, PR9 0PU. Alternatively you can contact them at complaints@fs.co.uk
We may ask the member of staff who acted for you to reply to your complaint within five days.
We may examine their reply and the information in your complaint file. We may then ask them for more information. We may invite you to meet the partner handling the complaint to discuss and hopefully resolve the complaint.
If you are still not satisfied you can ask the Legal Ombudsman to look into the matter. They have time limits for making a complaint to them, these can be found at www.legalombudsman.org.uk/. Normally you will need to bring a complaint to them within six months of receiving a final written response from us about your complaint.
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.
You can raise your concerns with the Solicitors Regulation Authority. More details can be found at: https://www.sra.org.uk/consumers/problems/report-solicitor/
If you are still not satisfied you can ask the Legal Ombudsman to look into the matter. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. They have time limits for making a complaint to them, these can be found at www.legalombudsman.org.uk/ . Normally you will need to bring a complaint to them:
If you would like more information about the Legal Ombudsman, the contact details are:
The Legal Ombudsman, PO Box 6167, Slough SL1 0EH;
Helpline number 0300 555 0333 (calls are charged at local rate and will be recorded);
If you are calling from overseas, please call +44 121 245 3050; For the minicom call 0300 555 1777; email enquiries@legalombudsman.org.uk.
Please note the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.
If we still cannot settle the matter, we will provide the name and web address of an ADR approved body, which would be competent to deal with the complaint, should both parties wish to use the scheme.
FREE INITIAL CONSULTATION WITH OUR SPECIALIST CYCLING ACCIDENT SOLICITORS
Contact:
Cycle SOS is a trading name of Fletchers Solicitors Limited, registered office St James’ Tower, 7 Charlotte Street, Manchester M1 4DZ, company no 5743784. Fletchers Solicitors Limited is authorised and regulated by Solicitors Regulation Authority, SRA number 469026.
Emily has over 7 years of experience in the legal sector, handling road traffic accident claims to recover compensation and support her clients. Her focus is to ensure all clients feel comfortable and at ease with the claims process so that they can focus on their recovery.
Emily considers rapport to be an essential part of the role and strives to always provide excellent client care.
Away from work, Emily enjoys spending time with her family and friends and travelling as much possible.
Diane is a Ministry of Justice (TOJ) Team Leader within our Cycle Department. She has 11 years’ experience managing road traffic accident claims, and 6 years’ experience managing MOJ claims.
Diane enjoys a challenge and always strives for the very best results for her customers; something that is clear in the way her team continually adapts its strategies in order to secure the most desired outcome. Diane has worked her way through the legal ranks here, and is proud to now have a strong, specialist team that is committed to customer satisfaction.
Diane believes that happy clients make a happy working environment, and it is this that ensures a productive and efficient workforce.
Nina has over 30 years’ experience in the legal sector. She specialises in recovering compensation for injury claimants as a result of road traffic accidents. Her focus for each and every claim is to help her clients secure the funding that they need to pay for ongoing treatment and support.
Nina became a CILEX Fellow in 2006 and now helps her clients and their families at a time when they have been through a traumatic experience, and everything they hold dear to them appears to be changing.
One case Nina is particularly proud of is supporting a client who had successfully sought asylum in the UK, following a road traffic accident. The claim was successfully pursued through the MIB and the client was left with significant injuries. Her client was able to use the compensation to aid family members with their applications to seek asylum in the UK.
Julian qualified as a Solicitor in 2005 and has worked in all areas of personal injury since 2000. Julian has a well-rounded understanding of personal injury law, having represented both claimants and defendants.
Julian always aims for maximum damages to meet his clients’ needs for injury and rehabilitation expenses, and can often secure interim payments to help meet clients’ financial needs. Julian is highly proactive in ensuring cases are progressed, ensuring a timely conclusion.
When not at the office, Julian is a keen cyclist, both on roads and virtually -he will often do an hour of ‘Zwifting’ in the mornings before starting work.
Richard has 12 years of legal experience and qualified as a Solicitor in February 2014. He has been a Team Manager with us since 2019. Throughout his career, Richard has specialised in personal injury, handling an array of Road Traffic Accident cases, in addition to employer and public liability.
Richard prides himself on his very strong strategic and planning skills, which come into their own in complex injury cases where more technical arguments are involved. On every case, he is committed to ensuring that his clients receive full compensation for their injuries.
Away from work, Richard enjoys sport; he is a season ticket holder at St Helens Rugby Club and a Liverpool FC fan. Not only a spectator, Richard also likes going to play golf as often as he can.
