Legal notice

Name of firm

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

 

Office

20 Station Road

Cambridge

CB1 2JD

 

Contact details

Tel: 01223 803873

E-mail: info@whatrights.co.uk

 

Regulatory authority

Marc Walker is a Member 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;
and
(ii) 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 –

CILEx Regulation
Kempston Manor
Kempston
Bedford MK42 7AB
Tel: 01234 845770
info@cilexregulation.org.uk
www.cilexregulation.org.uk