Introduction
LionFish Litigation Finance Limited (“the Business”) is committed to providing an excellent standard of service to our clients and members of the general public, and all our staff share the responsibility of ensuring we achieve this.
Our Business regards our complaints process as an opportunity to monitor and improve our quality of service. We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.
1. How to make a complaint
1.1 Any concerns or complaints you may have in relation to our services should be raised in the first instance in writing to the principal Business contact we sent you at the beginning of your matter. He/she will investigate the subject matter of the concern or complaint promptly and attempt to resolve the issue to your and our mutual satisfaction.
1.2 If such a resolution cannot be achieved with the Business representative, or if the concern or complaint relates to the Business representative himself/herself, you should contact the Company’s Managing Director in writing (by letter, fax or email). To help us understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details;
- full details of your complaint;
- how you would like your complaint resolved; and
- your file reference number (if you have it).
If you require any help in making your complaint, we will try to help you.
2. How we will deal with your complaint
The Managing Director has been appointed to try to resolve disagreements between the Business and its clients. The Managing Director will:
2.1 Acknowledge receipt of your complaint within 5 business days and explain to you the procedure that the Business will follow to investigate the matter and try to resolve the complaint;
2.2 The Managing Director will consider your complaint and carry out a full investigation. If the matter is complex and we feel it will take longer for us to fully investigate your complaint, we will contact you within ten business days to give you an approximate timescale for when you can expect a full response to your complaint. We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specified period of time.
2.3 We will write to you at the conclusion of our investigation to inform you of the processes followed and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our acknowledgment letter.
2.4 Should the complaint in turn relate to the Managing Director, then you should contact our Chairman.
3. What to do if we are unable to resolve your complaint
3.1 If you remain dissatisfied after receiving the Managing Director’s or Chairman’s report, please let us know and we will review the matter.
3.2 If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.
3.3 The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.
The website address for the ODR platform is: http://ec.europa.eu/odr
4. What will it cost?
4.1 We will not charge you for handling your complaint.
4.2 The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.
