Complaints Procedure

DJ Mackay and Partners are committed to providing a high standard of service to our clients, however, we understand that you may feel that we may not always get it right. If you have a complaint about the service you have received or the handling of your claim please contact us. We will respond to any concerns you may have and we will do everything we can to sort out your complaint quickly and efficiently.

You can raise your complaint by letter or email or telephone with Debbie Milne, whose email address is debbie.milne@unionlinescotland.co.uk, please mark your letter or email ‘Complaint’.

If you have any special needs to enable you to bring your complaint to us please let us know and we will do our best to accommodate them.

To help us make sure we have understood your complaint, and have not missed anything, please tell us:

• your full name, contact details and any reference number you may have for your case;
• what you think we have done wrong; and
• what you think we should do to put things right.

We have up to eight weeks to consider your complaint but will endeavour to deal with it as quickly as possible. If we have not resolved it within this time you may complain to the Scottish Legal Complaints Commission (SLCC).

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We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving the complaint.

We will investigate your complaint and provide a substantive response within 28 working days of receiving your complaint.

We may be able to deal with the matter in a phone call, or we may need to carry out a detailed review of your case. In all cases we will write to you to tell you the outcome of your complaint and to give you the opportunity to have your complaint reviewed if you are not satisfied with the outcome.

If you are not satisfied with our response you should contact us again and we will arrange for the file to be reviewed. When contacting us please explain why you continue to be dissatisfied.

Your complaint will be acknowledged within 5 working days of receiving the complaint and we will provide a substantive response within 20 working days from receiving your letter.

If, at the end of the above process, you continue to be dissatisfied with our response, you can contact the Scottish Legal Complaints Commission (SLCC) at The Stamp Office, 10-14 Waterloo Place, Edinburgh, EH1 3EG, Tel: 0131 201 2130.

Normally, you will need to bring a complaint to the Scottish Legal Complaints Commission after our complaints procedure has been exhausted, and in any event within one year of the service ending or the conduct occurring.