Complaints Procedure

Complaints Procedure

At Crystal Legal Services we do everything we can to provide you with the best possible service, but at the same time, we appreciate that there may be times when you feel that we have not quite lived up to your expectations. Please follow the complaints procedure below to ensure that your problem is resolved as quickly as possible.

If you are not happy about any part of our service we would like to know. That way we can do something about it and use your feedback to improve the service we provide to all our customers. Whatever your concern is, please tell us and we will do what we can to fix it.

In the unlikely event you need to make a complaint, you can do so as follows:

In writing:
FAO: Customer Services Manager
Crystal Legal Services Ltd
Gawsworth House, Westmere Drive, Crewe, Cheshire, CW1 6XB
By Phone : 0808 168 4200 or 01270 446600
By email:

Once we understand your complaint we will do all we can to put things right. If we cannot fix a complaint immediately we will respond to a complaint within 5 business days with a written or electronic acknowledgment and identify to you the person who will be dealing with the complaint.

Within four (4) weeks of receiving a complaint, we will send you either:

a) A final response which adequately addresses the complaint; or

b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicate when we will make further contact with you.

Within eight (8) weeks of receiving a complaint we will send you either:

a) A final response which adequately addresses the complaint; or  b) A response which:

I. Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and

II. Informs you that you may refer the handling of the complaint to the Claims Management Ombudsman if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after 8 weeks you can refer your complaint to the Claims Management Ombudsman. The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.

If you wish to refer your complaint to the Claims Management Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Claims Management Ombudsman their contact details are as follows:

In writing:
Claims Management Ombudsman
Exchange Tower
E14 9SR
Tel: 0800 023 4567
To Crystal Legal Services Gawsworth House, Westmere Drive, Crewe, CW1 6XB

Complaints PPI Version 6:01/04/19