We value your feedback. Letting us know whenever you are dissatisfied with our service gives us the opportunity to put matters right for you and improve our service for everybody.
Our aim is to provide the highest possible level of service to all our clients.
At Veriform we aim to deliver the best service to our customers. If you are unhappy with any aspect of the service, then please raise your concern with us immediately.
We define a complaint as "any expression of dissatisfaction by a customer in relation to provision of a regulated claims management service".
We aim to resolve all complaints fully and as quickly as possible. We define a complaint as resolved when we mutually agree that we have addressed all your issues. Our internal complaints procedure is designed to resolve your concerns quickly and efficiently.
In writing;
Please address your letter to us at: Veriform Ltd
1 Monaco House
Station Road
Kings Langley
Hertfordshire
WD4 8LQ
By email: info@veriform.co.uk
Please telephone us on 01923 277 940.
Your complaint will be investigated by a member of our team whose responsibility is to investigate and resolve any problems you are experiencing.
1. We aim to send you an acknowledgement letter within five business days enclosing a copy of this procedure.
2. Your complaint will be investigated by a member of our team who will be your complaints handler. He/she will review your matter file and speak to the member of staff who acted for you.
3. Your complaint handler will then invite you to a meeting, either in person or over the phone, to discuss and hopefully resolve your complaint. He/she will do this within fourteen days of sending you the acknowledgement letter.
4. Within three days of the meeting or phone call, your complaint handler will write to you to confirm what took place and any solutions he/she has agreed with you.
5. If you do not want a meeting or it is not possible, your complaint handler will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.
6. Should you indicate to us that you remain dissatisfied following receipt of our response, the matter will be investigated further and we will send you our final response within eight weeks of the original complaint together with details of what you can do if you are not happy with the outcome. If we have to change any of the timescales above, we will let you know and explain why. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to: Legal Ombudsman PO Box 6804 Wolverhampton WV1 9WG.
If you would like to complain to the Legal Ombudsman by email complete the Legal Ombudsman’s complaints form available on their website and email it to the Legal Ombudsman at enquiries@legalombudsman.org.uk.
Alternatively telephone the Legal Ombudsman on 0300 555 0333. They are available between 8.30am and 5.30pm Monday to Friday to answer your calls. All calls are recorded for training and monitoring purposes.
Please note that you have six months from the date you receive our final response to escalate the complaint to the Legal Ombudsman.
We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to analyse aggregate information. A cookie is a small file of letters and numbers that we put on your computer. These cookies allow us to distinguish you from other users of our websites, which helps us to provide you with a better experience when you browse our websites, and also allows us to improve our sites. The cookies we use are "analytical" cookies. They allow us to recognise and count the number of visitors and to see how visitors move around the sites when they are using them. This helps us to improve the way our websites work, for example by ensuring that users are finding what they are looking for easily. Our cookies are not used to collect personally identifiable information about you.
We list below the cookies we use on each of our websites, and provide a brief explanation of what those cookies do.
Most web browsers allow some control of most cookies through the browser settings. For more information on this, and more information about cookies in general, you may wish to visit www.aboutcookies.org. For information about how to delete cookies from your mobile 'phone you will need to refer to your handset manual.
Please be aware that restricting cookies is likely to impact on your ability to use our websites effectively and may make areas of our websites inaccessible or inoperable.
The cookies we use are as follows:
utma (Unique visitor cookie)
utmb (Session cookie)
utmz (Campaign cookie)
utmv (Visitor segmentation cookie)
utmx (Google website optimizer cookie)
Veriform Ltd, including subsidiaries and affiliates ("Website" or "Website Owner" or "we" or "us" or "our") provides the information contained on this website or any of the pages comprising the website ("website") to visitors ("visitors") (cumulatively referred to as "you" or "your" hereinafter) subject to the terms and conditions set out in these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of this website.
Whilst every effort is made to update the information contained on this website, neither Veriform Ltd nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) ("information") and shall not be bound in any manner by any information contained on the website. Veriform Ltd reserves the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You and your company rely on the information contained on this website at your own risk. If you find an error or omission at this site, please let us know.
External links may be provided for your convenience, but they are beyond the control of Veriform Ltd and no representation is made as to their content. Use or reliance on any external links and the content thereon provided is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without the express prior written permission of the Veriform Ltd. Please contact us if you would like to link to this website or would like to request a link to your website.
Veriform Ltd is not responsible for any material submitted to the public areas by you (which include bulletin boards, hosted pages, chat rooms, or any other public area found on the website. Any material (whether submitted by you or any other user) is not endorsed, reviewed or approved by Veriform Ltd. Veriform Ltd reserves the right to remove any material submitted or posted by you in the public areas, without notice to you, if it becomes aware and determines, in its sole and absolute discretion that you are or there is the likelihood that you may, including but not limited to - defame, abuse, harass, stalk, threaten or otherwise violate the rights of other users or any third parties; publish, post, distribute or disseminate any defamatory, obscene, indecent or unlawful material or information; post or upload files that contain viruses, corrupted files or any other similar software or programmes that may damage the operation of Veriform Ltd and/or a third party's computer system and/or network; violate any copyright, trade mark, other applicable Great Britain or international laws or intellectual property rights of the Website Owner or any other third party; submit contents containing marketing or promotional material which is intended to solicit business.
You further agree not to use the website to send or post any message or material that is unlawful, harassing, defamatory, abusive, indecent, threatening, harmful, vulgar, obscene, sexually orientated, racially offensive, profane, pornographic or violates any applicable law and you hereby indemnify Veriform Ltd against any loss, liability, damage or expense of whatever nature which the Veriform Ltd or any third party may suffer which is caused by or attributable to, whether directly or indirectly, your use of the website to send or post any such message or material.
Veriform Ltd makes no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company's personal information or material and information transmitted over our system.
Veriform Ltd shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither Veriform Ltd nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.
Veriform Ltd does not make any warranty or representation that information on the website is appropriate for use in any jurisdiction (other than Great Britain). By accessing the website, you warrant and represent to Veriform Ltd that you are legally entitled to do so and to make use of information made available via the website.
These website terms and conditions constitute the sole record of the agreement between you and Veriform Ltd in relation to your use of the website. Neither you nor Veriform Ltd shall be bound by any express tacit nor implied representation, warranty, promise or the like not recorded herein. Unless otherwise specifically stated these website terms and conditions supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and Veriform Ltd in respect of your use of the website.
Veriform Ltd may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant terms and conditions (the "current version") and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.
Where any conflict or contradiction appears between the provisions of these website terms and conditions and any other relevant terms and conditions, policies or notices, the other relevant terms and conditions, policies or notices which relate specifically to a particular section or module of the website shall prevail in respect of your use of the relevant section or module of the website.
No indulgence or extension of time which either you or Veriform Ltd may grant to the other will constitute a waiver of or, whether by estoppel or otherwise, limit any of the existing or future rights of the grantor in terms hereof, save in the event or to the extent that the grantor has signed a written document expressly waiving or limiting such rights.
Veriform Ltd shall be entitled to cede, assign and delegate all or any of its rights and obligations in terms of any relevant terms and conditions, policies and notices to any third party.
All provisions of any relevant terms and conditions, policies and notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of any relevant terms and conditions, policies and notices, which is or becomes unenforceable in any jurisdiction, whether due to invalidity, illegality, unlawfulness or being void for any reason whatever, shall, in such jurisdiction only and only to the extent that it is so unenforceable, be treated as pro non scrip to and the remaining provisions of any relevant terms and conditions, policies and notices shall remain in full force and effect.
Any relevant terms and conditions, policies and notices shall be governed by and construed in accordance with the laws of Great Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms and conditions, policies and notices or any matter related to or in connection therewith.
If you have any questions, comments or concerns arising from the website, the privacy policy or any other relevant terms and conditions, policies and notices or the way in which we are handling your personal information please contact us.
1. Background.
Veriform Ltd (“We”, “Us”, “Our”) understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.
2. Information About Veriform Ltd.
Limited Liability Company registered in England under company number 8964649.
Registered address: 145/147 Hatfield Road, St. Albans, Hertfordshire, AL1 4JY.
Main trading address: Monaco House, Station Road, Kings Langley, Hertfordshire, WD4 8LQ.
Email address: info@veriform.co.uk
Telephone number: 01923 277 940
ICO Registration Number: Z2350000
3. What Does This Notice Cover?
This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.
4. What Is Personal Data?
Personal data is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the “GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.
Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.
The personal data that we use is set out in Part 6, below.
5. What Are My Rights?
Under the GDPR, you have the following rights, which we will always work to uphold:
For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 13.
Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.
If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
6. What Personal Data Do You Collect?
We may collect some or all of the following personal data (this may vary according to your relationship with us.
We do not knowingly, deliberately or aim to, collect personal data from children under the age of 18, either for registration or for marketing purposes.
We collect your personal data in a number of ways:
(a) When you fill in a website form on our website or on one of our suppliers websites
(b) When you write to us to enter a competition or a prize-draw;
(c) When you provide personal data on any area of our website;
(d) When you get in touch with us by email, social media, telephone, writing, and any other means;
(e) When you subscribe to our services to receive communications from us about products and services e.g. by a newsletter, through social media etc.; and
(f) Participate in a survey, market research, competition and/or or prize-draw on our website of any of our suppliers website.
7. How Do You Use My Personal Data?
Under the GDPR, we must always have a lawful basis for using personal data. This may be because the data is necessary for our performance of a contract with you, because you have consented to our use of your personal data, or because it is in our legitimate business interests to use it. The information we collect is required to manage client accounts and progress client claims. The information we hold is held securely within an encrypted database. We take the protection of this data very seriously and will only routinely share data via secure systems with relevant lenders in the interest of clients, to progress and conclude claims. We may, on occasion, also be legally required to share data with regulatory bodies, including the Ministry of Justice, the Financial Ombudsman Service, the Legal Ombudsman and the Information Commissioner’s Office.
Your personal data may be used for one of the following purposes under a legitimate interest basis. The method of communication will be either by telephone, email, or post. The method of communication will be determined by the consent you have provided.
The legitimate interests can be your interests or our interests. They can include commercial interests, individual interests or broader societal benefits but we need to be able to identify a legitimate interest; show that the processing is necessary to achieve it; and balance it against your interests, rights and freedoms.
With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email and telephone and text message and post with information, news, and offers on our products and services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you always have the opportunity to opt-out.
We only ever send personal information to 3rd parties where you have given consent to do so. To prevent fraud and to ensure data accuracy it is necessary to submit your information for verification and filtering. The parties that are used are listed within this privacy policy.
8. How Long Will You Keep My Personal Data?
We will not keep your personal data for any longer than is necessary in light of the reasons for which it was first collected. Your personal data will therefore be kept for the following periods:
We will keep your contact details following an enquiry to our website or one of our suppliers websites for a period of 6 months. After 6 months your personal information is placed in a suppression file for a further 18 months. We need to do this to ensure you do not receive any further communication from us or from any of our partners if your information has been supplied to them previously.
This enables us to provide our services to you, and fulfil our legal obligations. We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We will store all the personal information you provide on our secure servers that are subject to strict security requirements.
9. What Are Cookies And How Do We Use Them?
Our websites use cookies to collect information. Cookies are small data files which are placed on your computer or other mobile or handheld device (such as smart ‘phones or ‘tablets’), as you browse our websites. They are used to ‘remember’ when your computer or device accesses our websites. We do not use cookies to collect or record information on users’ name, address or other contact details. The cookies stored on your computer or other device when you access our websites are set by us and other third parties. Cookies may also be set by third parties who we use for marketing. None of these third parties collect any personal data from which they would be able to identify individual customers. The main purposes for which cookies are used are:
For technical purposes essential to effective operation of websites.
To drive marketing, particularly banner advertisements and targeted updates.
How do I disable Cookies?
If you want to disable cookies you need to change your website browser settings to reject cookies. How to do this will depend on the browser you use, and we provide further detail below on how to disable cookies for the most popular browsers:
For Microsoft Internet Explorer:
Choose the menu “tools” then “Internet Options”
Click on the “privacy” tab
Select the setting the appropriate setting
For Mozilla Firefox:
Choose the menu “Tools” then “Options”
Click on the icon “Privacy”
Find the menu “Cookie” and select the relevant options
For Opera 6.0 and further:
Choose the menu “Files” > “Preferences”
Privacy
What will happen if I disable Cookies?
This depends on which cookies you disable. However, in general the site may not operate effectively if cookies are deactivated.
10. How And Where Do You Store Or Transfer My Personal Data?
We may store or transfer some or all of your personal data in countries that are not part of the European Economic Area (the “EEA” consists of all EU member states, plus Norway, Iceland, and Liechtenstein). These are known as “third countries” and may not have data protection laws that are as strong as those in the UK and/or the EEA. The security of your personal data is essential to us, and to protect your data, we have taken appropriate measures to ensure your data is securely protected. This means that we will take additional steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the GDPR by ensuring thorough due diligence has taken place and agreements are in place that allow us to transfer your data legally and with adequate protection that enables you to exercise your rights as you are entitled to.
11. Do You Share My Personal Data?
We will only share some or all of your personal data with select third parties. We will always ask for your consent before doing so and this is entirely your choice.
In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.
If any of your personal data is required by a third party, as described above, we will take steps to ensure that your personal data is handled safely, securely, and in accordance with your rights, our obligations, and the third party’s obligations under the law, as described above in Part 8.
If any personal data is transferred outside of the EEA, we will take suitable steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the GDPR, as explained above in Part 10.
In some limited circumstances, we may be legally required to share certain personal data, which might include yours, if we are involved in legal proceedings or complying with legal obligations, a court order, or the instructions of a government authority.
Data Processors
The Read Group
Liquid 11
Marketing Source
Brite Verify
12. How Can I Access My Personal Data?
If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.
All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 11. To make this as easy as possible for you, a Subject Access Request Form is available for you to use. You do not have to use this form, but it is the easiest way to tell us everything we need to know to respond to your request as quickly as possible.
There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.
We will respond to your subject access request within 28 day’s and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request.
You will be kept fully informed of our progress.
13. How Do I Contact You?
To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details (for the attention of): Data Protection Officer
Main trading address: Monaco House, Station Road, Kings Langley, Hertfordshire, WD4 8LQ.
Email address: info@veriform.co.uk
Telephone number: 01923 277 940
14. Changes To This Privacy Notice.
We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.
Any changes will be made available by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes, although anything that will affect you will be communicated directly to you.
15. How Can You Refer A Concern To The UK Supervisory Authority In Respect Of Data We Hold About You?
We are regulated by the Information Commissioner’s Office (ICO) in respect of our obligations to protect your data. You have the right to raise a concern about our use of your data to the ICO, who will investigate this on your behalf. The ICO will only investigate complaints made within three months of your last contact with us.
You can contact the ICO through their website: https://ico.org.uk or by telephone: 0303 123 1113.
Veriform Ltd, including subsidiaries and affiliates ("Website" or "Website Owner" or "we" or "us" or "our") provides the information contained on this website or any of the pages comprising the website ("website") to visitors ("visitors") (cumulatively referred to as "you" or "your" hereinafter) subject to the terms and conditions set out in these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of this website.
Whilst every effort is made to update the information contained on this website, neither Veriform Ltd nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) ("information") and shall not be bound in any manner by any information contained on the website. Veriform Ltd reserves the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You and your company rely on the information contained on this website at your own risk. If you find an error or omission at this site, please let us know.
External links may be provided for your convenience, but they are beyond the control of Veriform Ltd and no representation is made as to their content. Use or reliance on any external links and the content thereon provided is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without the express prior written permission of the Veriform Ltd. Please contact us if you would like to link to this website or would like to request a link to your website.
Veriform Ltd is not responsible for any material submitted to the public areas by you (which include bulletin boards, hosted pages, chat rooms, or any other public area found on the website. Any material (whether submitted by you or any other user) is not endorsed, reviewed or approved by Veriform Ltd. Veriform Ltd reserves the right to remove any material submitted or posted by you in the public areas, without notice to you, if it becomes aware and determines, in its sole and absolute discretion that you are or there is the likelihood that you may, including but not limited to -
You further agree not to use the website to send or post any message or material that is unlawful, harassing, defamatory, abusive, indecent, threatening, harmful, vulgar, obscene, sexually orientated, racially offensive, profane, pornographic or violates any applicable law and you hereby indemnify Veriform Ltd against any loss, liability, damage or expense of whatever nature which the Veriform Ltd or any third party may suffer which is caused by or attributable to, whether directly or indirectly, your use of the website to send or post any such message or material.
Veriform Ltd makes no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company's personal information or material and information transmitted over our system.
Veriform Ltd shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither Veriform Ltd nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.
Veriform Ltd does not make any warranty or representation that information on the website is appropriate for use in any jurisdiction (other than Great Britain). By accessing the website, you warrant and represent to Veriform Ltd that you are legally entitled to do so and to make use of information made available via the website.
These website terms and conditions constitute the sole record of the agreement between you and Veriform Ltd in relation to your use of the website. Neither you nor Veriform Ltd shall be bound by any express tacit nor implied representation, warranty, promise or the like not recorded herein. Unless otherwise specifically stated these website terms and conditions supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and Veriform Ltd in respect of your use of the website.
Veriform Ltd may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant terms and conditions (the "current version") and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.
Where any conflict or contradiction appears between the provisions of these website terms and conditions and any other relevant terms and conditions, policies or notices, the other relevant terms and conditions, policies or notices which relate specifically to a particular section or module of the website shall prevail in respect of your use of the relevant section or module of the website.
No indulgence or extension of time which either you or Veriform Ltd may grant to the other will constitute a waiver of or, whether by estoppel or otherwise, limit any of the existing or future rights of the grantor in terms hereof, save in the event or to the extent that the grantor has signed a written document expressly waiving or limiting such rights.
Veriform Ltd shall be entitled to cede, assign and delegate all or any of its rights and obligations in terms of any relevant terms and conditions, policies and notices to any third party.
All provisions of any relevant terms and conditions, policies and notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of any relevant terms and conditions, policies and notices, which is or becomes unenforceable in any jurisdiction, whether due to voidness, invalidity, illegality, unlawfulness or for any reason whatever, shall, in such jurisdiction only and only to the extent that it is so unenforceable, be treated as pro non scrip to and the remaining provisions of any relevant terms and conditions, policies and notices shall remain in full force and effect.
Any relevant terms and conditions, policies and notices shall be governed by and construed in accordance with the laws of Great Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms and conditions, policies and notices or any matter related to or in connection therewith.
If you have any questions, comments or concerns arising from the website, the privacy policy or any other relevant terms and conditions, policies and notices or the way in which we are handling your personal information please contact us.
We value your feedback. Letting us know whenever you are dissatisfied with our service gives us the opportunity to put matters right for you and improve our service for everybody.
Our aim is to provide the highest possible level of service to all our clients.
At Veriform we aim to deliver the best service to our customers. If you are unhappy with any aspect of the service, then please raise your concern with us immediately.
We define a complaint as "any expression of dissatisfaction by a customer in relation to provision of a regulated claims management service".
We aim to resolve all complaints fully and as quickly as possible. We define a complaint as resolved when we mutually agree that we have addressed all your issues. Our internal complaints procedure is designed to resolve your concerns quickly and efficiently.
In writing;
Please address your letter to us at: Veriform Ltd
1 Monaco House
Station Road
Kings Langley
Hertfordshire
WD4 8LQ
By email: info@veriform.co.uk
Please telephone us on 01923 277 940.
Your complaint will be investigated by a member of our team whose responsibility is to investigate and resolve any problems you are experiencing.
1. We aim to send you an acknowledgement letter within five business days enclosing a copy of this procedure.
2. Your complaint will be investigated by a member of our team who will be your complaints handler. He/she will review your matter file and speak to the member of staff who acted for you.
3. Your complaint handler will then invite you to a meeting, either in person or over the phone, to discuss and hopefully resolve your complaint. He/she will do this within fourteen days of sending you the acknowledgement letter.
4. Within three days of the meeting or phone call, your complaint handler will write to you to confirm what took place and any solutions he/she has agreed with you.
5. If you do not want a meeting or it is not possible, your complaint handler will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.
6. Should you indicate to us that you remain dissatisfied following receipt of our response, the matter will be investigated further and we will send you our final response within eight weeks of the original complaint together with details of what you can do if you are not happy with the outcome. If we have to change any of the timescales above, we will let you know and explain why. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to: Legal Ombudsman PO Box 6804 Wolverhampton WV1 9WG.
If you would like to complain to the Legal Ombudsman by email complete the Legal Ombudsman’s complaints form available on their website and email it to the Legal Ombudsman at enquiries@legalombudsman.org.uk.
Alternatively telephone the Legal Ombudsman on 0300 555 0333. They are available between 8.30am and 5.30pm Monday to Friday to answer your calls. All calls are recorded for training and monitoring purposes.
Please note that you have six months from the date you receive our final response to escalate the complaint to the Legal Ombudsman.