Pay Justice is committed to providing a high-quality service to all our clients.

Pay Justice will:

• answer any correspondence (including letters and emails) promptly and clearly
• respond to telephone calls and answer machine messages promptly and provide a courteous and professional service
• ensure information about Pay Justice is clear and concise
• endeavour to provide services which are accessible to all
• take on board any comments about our services and take steps to rectify and prevent any problems which occur
  treat you respectfully, considerately and fairly.

When you have any concerns or something goes wrong, we would like you to tell us about it. This will help us to improve our service to you and our standards.

If you have discussed it with our staff and are still not happy or feel you don’t want to do this and wish to make a formal representation then please contact us by telephone, post or email.

How to make a complaint

You can make a complaint in writing to:

Pay Justice, The Tiding, 18 Salterns Way, Lilliput, Poole, Dorset, BH14 8JR

by email: complaints@payjustice.co.uk
by phone: Tel 0843 289 9647

If you make a call we will ask if you want to make a formal representation. This will begin with the issue of a written record of all the issues raised during the initial phone conversation.

What will happen next?

1. We will acknowledge receipt of your complaint or formal representation within three days of receiving it, enclosing a copy of this procedure.
2. The Account Manager will then contact you directly discuss your concerns within 48 hours of sending you the acknowledgement letter.
3. We will investigate your concerns by initially passing your correspondence to the relevant Account Manager for review. If the Account Manager is subject to the concerns then it will be passed to their line manager. The Account Manager or their line manager will speak to all staff concerned.
4. The Account Manager will contact you again to discuss findings and if appropriate any issues of redress or improvement.
5. We will then write to you to confirm what took place and any solutions s/he has agreed with you.
6. If you do not want a meeting or it is not possible, the Account Manger will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Company Director to review the decision. If the Company Director is the Account Manger, another Director not involved in the project will review the decision.
8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
9. If you are not satisfied with our response then you can send your complaint to the Legal Ombudsman at the contact details give below.

If we need to change any of the timescales above (for example holidays or sickness), we will let you know and explain why.

Legal Ombudsman Contact Details

Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: PO Box 6806, Wolverhampton, WV1 9WJ