Complaints Procedure

Last Updated: March 2026

Our Commitment to You

At Personal Injury Lawyers St Helens, we are committed to delivering a high standard of service to every client and website user.

Personal Injury Lawyers St Helens is a trading name of DM Claims Limited, a claims management company authorised and regulated by the Financial Conduct Authority (FCA number 839005). We take all complaints seriously and view feedback as an opportunity to improve our service and maintain the highest professional standards.

We understand that sometimes our service may not meet your expectations. If this happens, we encourage you to tell us as soon as possible so we can resolve the issue promptly and fairly.

How to Make a Complaint

If you are unhappy with any aspect of our service, you can submit a complaint using any of the following methods:

• By telephone: 01744 385105
• In writing: DM Claims Limited (trading as Personal Injury Lawyers St Helens), 21a Hardshaw St, Saint Helens, WA10 1QX
• In person (by prior arrangement)

Please provide as much detail as possible about your complaint, including:

• Your full name and contact details
• Details of your matter or enquiry
• A clear description of your concern
• Any relevant documents or correspondence

How We Handle Complaints

Once a complaint is received, we will follow this process:

• We will acknowledge your complaint within 5 working days of receipt
• We will review your complaint thoroughly and investigate the issues raised
• We may contact you for further information if required
• We will aim to provide a full written response as soon as reasonably possible

Within 4 weeks, we will either:

• Provide a final response explaining our findings and any proposed resolution, or
• Provide an update explaining the current status of your complaint and when a final response can be expected

If we are unable to provide a final response within 8 weeks, we will write to you to explain:

• The reason for the delay
• The expected timeframe for a final response
• Your right to escalate the complaint if applicable

If You Are Not Satisfied With Our Response

We hope to resolve all complaints internally. However, if you remain dissatisfied with our final response, you may be entitled to refer your complaint to the appropriate independent body.

Financial Ombudsman Service

As a claims management company regulated by the FCA, if your complaint relates to our claims management services, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is a free, independent service that resolves disputes between consumers and financial services businesses.

You must usually refer your complaint to the Financial Ombudsman Service within:

• Six months of receiving our final response, and
• No more than one year from the act or omission complained about, or from when you should reasonably have known there was cause for complaint

Solicitors Regulation Authority (SRA)

If your complaint relates to the conduct of a solicitor or law firm on our panel, the Solicitors Regulation Authority may be able to assist where concerns involve professional misconduct, dishonesty or regulatory breaches.

Data Protection Complaints

If your complaint relates to how we handle your personal data, you also have the right to complain to the Information Commissioner’s Office (ICO).

Our Ongoing Commitment

We are committed to:

• Treating all complaints seriously and fairly
• Responding promptly and transparently
• Learning from feedback to improve our service
• Continuously raising our service standards

We value your feedback and appreciate the opportunity to resolve any concerns you may have.