Complaints Procedure

At Velasco, our dedication is to assist you when you require help, especially in pursuing compensation for injuries through accident claims against third parties.

We are committed to delivering the highest quality of service and promoting transparent communication. If our service or that of our panel of solicitors does not meet your expectations, we highly value your feedback to promptly address concerns and prevent recurrence.

How to Lodge a Complaint

Complaints can be filed through various channels:

  • In-person
  • By telephone
  • By fax
  • By email: info@accidentatworkclaimsline.co.uk
  • In writing: Velasco Limited, Registered Office 301 The Tea Factory, Office 319, St Peter’s Square, Fleet Street, Liverpool L1 4DQ

Procedure for Complaining About a Solicitor

If dissatisfied with a solicitor’s service, we recommend addressing the issue directly with them. Our commitment extends to forwarding all complaints about solicitors working with us to ensure they are aware and can address concerns.

If unsatisfied with their response, you can contact the Legal Ombudsman, a free, impartial, and independent organisation.

Legal Ombudsman Contact Details: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

For residents in Scotland, contact the Scottish Legal Complaints Commission.

Scottish Legal Complaints Commission Contact Details:

Scottish Legal Complaints Commission, The Stamp Office 10 – 14 Waterloo Place, Edinburgh EH1 3EG

Tel: 0131 201 2130

Fax: 0131 201 2131

Email: enquiries@scottishlegalcomplaints.org.uk

Complaint Handling Process

  1. You’ll receive acknowledgment of your complaint within 5 working days with details of our complaints procedure
  2. You’ll receive a progress update within 4 weeks, providing a final response or an explanation for any delay
  3. If no response within 8 weeks is received, you’ll receive a definitive/final response or an explanation for the delay

Our Commitment to You

We are committed to continuous improvement. You can explore our promises to you in our:

Financial Ombudsman Service Contact Details

Velasco Limited is registered with the Financial Conduct Authority (FCA). You can find our regulatory information here. A complaint can be made to the Financial Ombudsman Service, whose contact information can be found below:

The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR

Tel: 0800 376 0150

Next Generation Text Relay: 18002 020 7964 1000

Website: www.financial-ombudsman.org.uk