Complaints Policy

1. Our Commitment to You

At Claim Today, we are committed to delivering a professional, high-quality legal service with integrity and care. If you are unhappy with any aspect of the service you receive — whether it relates to our work, advice, communication, or fees — we want to hear from you. Your feedback helps us improve and ensure your claim time is handled with the respect and professionalism you deserve.

2. Step-by-Step Complaints Handling Procedure

Step 1: Raise the Issue with Your Case Handler

In the first instance, please raise your concern with the Claim Today case handler managing your matter. Many issues can be resolved quickly and informally at this stage during your claim time journey.

Step 2: Escalation to Complaints Handler

If unresolved, escalate your complaint to our Designated Complaints Handler:

🧑‍⚖️ Kiran Pabla
 📍 The Old Town Hall, Lapwing Lane, Didsbury, Manchester M20 2NR
 📧 enquiries@pablasolicitors.co.uk
 📞 0161 446 1122

Please provide:

• Your full name and contact details
  
  
• A brief summary of your complaint
  
  
• Any supporting documents
  
  
• Your case reference (if known)
  
  
• What outcome you are seeking
  
  

This allows us to resolve any complaint while protecting your Claim Today rights with care.

Step 3: Acknowledging Your Complaint

We will:

• Record your complaint in our central Complaints Register
  
  
• Open a separate file
  
  
• Send you written acknowledgment within 2 working days
  
  

Step 4: Investigating Your Complaint

Within 5 working days, we will:

• Review your file and documentation
  
  
• Decide how best to address your complaint
  
  

We may:

• Offer redress or corrective action
  
  
• Request clarification of issues
  
  
• Invite you to a meeting
  
  

Following any meeting, we will confirm our outcome in writing within 3 working days. We aim to provide a full written resolution within 6 weeks, in line with your Claim Today expectations.

Step 5: Internal Appeal (Optional)

If you are dissatisfied with our resolution, you may request an internal review. We will re-assess and respond within 5 working days.

3. If You Are Still Dissatisfied

You may contact the Legal Ombudsman if:

• Your complaint remains unresolved after 8 weeks, or
  
  
• You are dissatisfied with our final response
  
  

Time Limits:
 You must contact the Ombudsman:

• Within 6 months of our final response
  
  
• Within 1 year of the issue or when you became aware of it
  
  

Legal Ombudsman Contact:

📮 PO Box 6167, Slough, SL1 0EH
 📞 0300 555 0333
 📧 enquiries@legalombudsman.org.uk
 🌐 www.legalombudsman.org.uk

Eligible Complainants:

• Individuals
  
  
• Micro-enterprises
  
  
• Charities or societies under £1M annual income
  
  
• Trustees or beneficiaries of relevant estates
  
  

If not eligible, you may pursue redress via Claim Today’s internal complaints process, mediation, or legal action.

4. Complaining to the SRA

If your concern involves conduct breaches (e.g. dishonesty, discrimination), contact the Solicitors Regulation Authority:

📮 The Cube, 199 Wharfside Street, Birmingham, B1 1RN
 📞 0370 606 2555
 📧 report@sra.org.uk
 🌐 www.sra.org.uk/consumers/problems

5. Alternative Dispute Resolution

If you prefer not to escalate to the Legal Ombudsman, we can jointly consider using alternative dispute resolution, e.g.:
 🌐 www.ombudsman-services.org

Please contact Claim Today if you wish to explore this option.

6. Cost of Making a Complaint

There is no charge for using our internal process, the Legal Ombudsman, or the SRA.

7. Data Protection and Confidentiality

Your complaint will be treated with full confidentiality and processed in line with our Privacy Policy and the Data Protection Act 2018. It will not impact your current or future legal claim time services through Claim Today.

8. Regulatory Statement

Claim Today is a trading style of KPHP Ltd T/A Pabla & Pabla Solicitors, a limited company registered in England & Wales (Company No. 07861504), authorised and regulated by the Solicitors Regulation Authority (SRA No. 567741).

📍 Registered Office: The Old Town Hall, Lapwing Lane, West Didsbury, Manchester M20 2NR
 📍 Claim Today Office: Unit 2 Avenue Road, Aston, Birmingham B6 4DY

If you believe your experience with Claim Today does not meet the standards you expect during your claim time, we welcome your feedback and will act swiftly and fairly to put it right.