COMPLAINTS PROCEDURE – SAS CMC LTD

 

 

 

1. Introduction

SAS CMC Ltd is committed to providing a professional and efficient service.

We take complaints seriously and aim to resolve any concerns fairly, promptly, and transparently.

This procedure explains how you can raise a complaint and how we will handle it.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

• Our service
• Our communication
• Our conduct
• The way your enquiry or referral has been handled by SAS CMC Ltd until matter has been referred to a regulated law firm and or regulated legal professional.
• From the time of referral of your enquiry to a regulated legal professional, the law firm and the legal professional will be handling the complaint related to their work and conduct according to their published complaints procedure.

3. How to Make a Complaint

You can submit a complaint using any of the following methods:

📧 Email: info@sascmcltd.com
📞 Phone: 0800 157 7656
📱 WhatsApp: 07356 264643

📮 Post:
SAS CMC Ltd
Office 8416
321–323 High Road
Chadwell Heath
Essex
RM6 6AX

Please include:

• Your full name
• Contact details
• Details of your complaint
• Any supporting information

4. Our Complaints Process

Step 1 – Acknowledgement

We will acknowledge your complaint within 5 working days of receiving it.

Step 2 – Investigation

• Your complaint will be reviewed by a responsible person within our organisation
• We may contact you for further information if needed
• We will investigate the issue fairly and objectively

Step 3 – Response

We aim to provide a final written response within 8 weeks of receiving your complaint.

Our response will:

• Explain our findings
• Address the issues raised
• Set out any actions taken (if applicable)

5. If You Are Not Satisfied

If you are not satisfied with our final response, you may have the right to refer your complaint to an appropriate regulatory or oversight body, depending on the nature of your complaint.

Where your complaint relates to the conduct of a regulated law firm, you may need to contact that law firm directly, as they are responsible for handling legal services.

6. Important Clarification

SAS CMC Ltd operates as a claims management and referral service only.

We do not:

• Provide legal advice
• Act as a law firm
• Handle or manage legal claims
• Control the conduct of third-party legal professionals

Once your case has been referred, the law firm handling your claim is responsible for:

• Legal advice
• Case management
• Complaint handling in relation to legal services

7. Data Protection

All complaints will be handled in accordance with UK GDPR and data protection laws.

Your information will only be used for the purpose of resolving your complaint.

8. Our Commitment

We aim to:

• Handle complaints fairly and efficiently
• Keep you informed throughout the process
• Learn from complaints to improve our service
• Treat all complainants with respect

9. Contact Us

If you have any questions about this Complaints Procedure, please contact:

📧 info@sascmcltd.com
📞 0800 157 7656