Terms & Conditions

Terms and conditions

Holiday Claims Bureau is a trading name of JPS Walker Solicitors Limited which is a limited company registered at Pure Offices Ltd, Brooks Drive, Cheadle Royal Business Park, Cheadle, SK8 3TD under registration number 10213017.

We are authorised and regulation by the Solicitors Regulation Authority, SRA number 632313.

Please read the terms and conditions of this Website together with the privacy policy before you use our Website. By using our Website, you indicate that you accept these terms and conditions. If you do not agree to these terms, please do not use the website.

A copy of the Solicitors’ Code of Conduct 2007 can be found at www.sra.org.uk which sets out the rules of professional conduct which apply to all our staff.

JPS Walker Solicitors Limited maintains professional indemnity insurance. Details of our cover can be provided on request.

The material contained on this website is owned by JPS Walker Solicitors Limited. You agree not to use the material contained on this site without the prior written agreement of JPS Walker Solicitors Limited.

The material contained on this website is provided for information purposes only and does not constitute legal advice. You should always seek legal advice regarding the specific circumstances of your case. We accept no liability or responsibility for any loss, which may arise from reliance on information contained on this site.

We take reasonable care to ensure that our website and materials are free from viruses, but cannot accept any responsibility for any viruses which you download.

We may change the terms and conditions of this website by updating this page. Use of the website indicates an acceptance of any updated changes.

Complaints procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our complaints handling director, Michael Walker, who will review your matter file and speak to the member of staff who acted for you.
3. Mr Walker will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Mr Walker will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Mr Walker will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director or someone unconnected with the matter at the firm to review his decision.
7. 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.
8. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.  If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:

• Website: legalombudsman.org.uk
• Email: enquiries@legalombudsman.org.uk
• Telephone 0300 555 0333 between 8.30am to 5.30pm

Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.

• For minicom call 0300 555 1777
• In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

9. If we have to change any of the timescales above, we will let you know and explain why.
10. We will not charge you for handling your complaint.