Legal notice

Name of firm

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



20 Station Road




Contact details

Tel: 01223 803873



Regulatory authority

The Chartered Institute of Legal Executives.



1. Complaints may be made in writing, by e-mail, by telephone or any other form in respect of a claims management 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;
(ii) informs you that you may refer the handling of the complaint to the Legal Ombudsman 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 –
Legal Ombudsman
PO Box 6804

Telephone: 0300 555 0333
(Lines are open Monday to Friday 8.30 – 17:30)


8. You must complain to the Ombudsman within six months of receiving a final response to your complaint from me (provided the response specifically notifies you of your right to complain to the Ombudsman and of the six month time limit). A complaint to the Ombudsman must also be made not more than six years after the act or omission complained about or not more than three years from the date when you should reasonably have known that there were grounds for complaint.