Legal Notice

Name of firm

Marc Walker & What Rights Ltd trading as "What Rights"

Office

Nine Hills Road
Cambridge 
CB2 1GE

Contact details

Tel: 01223 803873

E-mail: info@whatrights.co.uk

Regulatory authority

Marc Walker is a Fellow of The Chartered Institute of Legal Executives, whose members are independently regulated by CILEx Regulation.

 Complaints

1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a service that I have provided.

2. I 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 I will waive
this requirement at my discretion. I will confirm to you in writing if a complaint has been
made outside the time limit that I am prepared to consider.

3. I will send you a written or electronic acknowledgement of a complaint within five business
days of receipt, identifying the person who will be handling the complaint. Although the complaint may be in respect of a decision I took, I undertake to investigate it thoroughly.

4. Within four weeks of receiving a complaint, I will send you either:
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why I am not yet in a position to resolve the complaint and indicates when I will make further contact with you.

5. Within eight weeks of receiving a complaint I will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:
(i) explains why I am still not in a position to make a final response, giving reasons for the further delay and indicating when I expect to be able to provide a final response;
(ii) and informs you that you may refer the handling of the complaint to CILEx Regulation if you are dissatisfied with the delay.

6. Where I decide that redress is appropriate, I will provide you with fair compensation for any
acts or omissions for which I am responsible and will comply with any offer of redress which
you accept. Appropriate redress will not always involve financial redress.

7.  If you are not satisfied with my response, or if a complaint is not resolved after eight weeks,
you may refer the complaint to the Legal Ombudsman.

The Legal Ombudsman's contact details are:

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

0300 555 0333—from 8.30am to 5.30pm

enquiries@legalombudsman.org.uk

www.legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint, or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).

Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.