How we can help
Lead Insight is committed to providing you with the highest standard of service. However, if you do have a complaint, we will do everything possible to ensure that it is dealt with quickly and fairly.
The information provided here will show you how to:
- Make a complaint
- Contact the right person quickly
- Take further action if you are unhappy with the outcome
Please note that any complaint must be notified to us within six months of the occurrence of the event that caused it.
Our commitment to you
We do everything in our power to ensure that customer complaints are dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.
How to complain
The easiest way to register a complaint is by giving us a call. Depending on the nature of your complaint, please contact us using the details below. Alternatively, you can email us at firstname.lastname@example.org or write to us:
The member of staff receiving your complaint will try to resolve it immediately. If they cannot, or further investigation is required, please follow our Complaint Procedure:
When expressing your complaint it is helpful to include all the relevant details, such as the details of any telephone conversations, emails, people contacted and any other circumstances relating to your concern. This helps us to quickly and more fully understand the nature of your complaint before beginning our investigations.
Once we have received your complaint the relevant Department Manager or one of his/her colleagues will acknowledge receipt in writing within 5 working days. You can normally expect a further full written response within 20 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this point.
In the unlikely event that your complaint has not been resolved within four weeks of receipt, we will write to you explaining the reasons why and explain what further action we will need to take.
Within eight weeks of receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate our investigation will be concluded.
Tel: 0333 305 2324
Fax: 0333 305 2325
If you are not satisfied with our response:
If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.
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. If you would like more information about the Legal Ombudsman their contact details are as follows:
PO Box 6804
Tel: 0300 555 0333 (Between 8.30am to 5.30pm)
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
Do not send original documents to the Legal Ombudsman. They will scan any documents you send them to make computer copies and then destroy the originals.