Complaints Policy

Submitting a complaint

​Diesel Experts is a trading style of Activate Digital Limited (Company number 10749141). Registered office: Suite 4, Church House, 1 Hanover Street, Liverpool, Merseyside, England, L1 3DN.

Diesel Experts seeks to provide customers and potential customers with excellent customer service by matching them with a panel of specialist law firms operating in group litigation. However, in the event that a customer or potential customer wants to lodge a complaint to the Firm they are able to do so by email, telephone or post. A complaint can be lodged on the below:

  • By email – (please mark your correspondence as ‘Complaint’) to info@diesel-experts.co.uk
  • In writing – (please mark your correspondence as ‘Complaint’) to Activate Digital Limited (trading as Diesel Experts), Suite 4, Church House, 1 Hanover Street, Liverpool, L1 3DN
  • In person – Activate Digital Limited (trading as Diesel Experts), Suite 4, Church House, 1 Hanover Street, Liverpool, L1 3DN

Acknowledgement

We will endeavour to resolve your complaint immediately or within five business days of receiving your complaint and we will write to you confirming resolution.

However, if this is not achievable, you can be assured that we will deal with your complaint promptly and fairly, in line with our formal Complaint Handling Procedures listed below:

  • We will write to you within five working days to acknowledge your complaint and provide details of who is handling your complaint.
  • We will keep you informed of the progress of your complaint as our investigations proceed.
  • We aim to provide a final response to your complaint within eight weeks from receipt of you registering your complaint.
  • If we cannot provide you with a final response within eight weeks from the date of receipt of your complaint, we will outline the reasons for the delay and provide you with an indication of when you can expect our response.
  • When we investigate your complaint, we will take into account any financial losses or material inconveniences you have suffered.
  • In our final response letter we will detail in-full to you the reasons for our decision and we will make it clear to you as to whether we accept or reject your complaint.

Legal Ombudsman

If you are still not satisfied with our response or handling of your complaint, then you can contact the Legal Ombudsman regarding your complaint.

The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.

The purpose of the Legal Ombudsman is to resolve disputes over service in an efficient and informal way by seeking consensus, where possible, between a complainant and the legal service provider.

Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling Procedure, but you will be able to contact the Legal Ombudsman if:

  • The complaint has not been resolved to your satisfaction within eight weeks of first making the complaint to us; or
  • The Legal Ombudsman decides that there are exceptional reasons why the Legal Ombudsman should consider your complaint sooner, or without you having to use our internal Complaints Handling Procedure first; or
  • The Legal Ombudsman considers that your complaint cannot be resolved using our internal Complaints Handling Procedure because the relationship between yourself and Robert Bingham Limited has broken down irretrievably.

If you wish to make a complaint to the Legal Ombudsman, you must also be one of the following:

  • An individual,
  • A micro-enterprise (defined as having fewer than 10 employees and an annual turnover or balance sheet below £2 million),
  • A charity (provided annual income net of tax is below £1 million),
  • A club, association or organisation (provided annual income net of tax is below £ 1 million),
  • A trustee of a trust (with a net asset value less than £1 million); or
  • A personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.

Legal Ombudsman Contact Details

You can contact the Legal Ombudsman using the following details:

Diesel Experts