Complaints Handling Procedure
NoWinNoFee.com is a claims management company that helps people claim compensation for an accident or injury that wasn't their fault
With no win no fee agreements (also known as a Conditional Fee Arrangements, or CFAs), there are no upfront legal fees, which means anyone who has been involved in an accident that wasn’t their fault can gain access to justice without any financial risk. Your solicitor only gets a fee if your claim is successful. If your claim isn't successful, you won’t pay your solicitor any legal fees.
If your case is successful, typically you will pay 25% (including VAT) of your compensation to your solicitor, although they will discuss any fees before starting your case. To ensure your claim is risk free, your solicitor may take out an insurance policy on your behalf. If you terminate the agreement, you may have to pay fees for the time already spent on your claim, or due to: lack of cooperation, misleading your solicitor, missing medical or expert examinations, or not attending court hearings.
There are some instances where you are not required to use the services of a claims management company, and are able to claim yourself, for free, directly via the relevant ombudsman/compensation scheme. These include:
- Criminal injuries: The Criminal Injury Compensation Authority (England, Wales, and Scotland) or the Criminal Injury Compensation Scheme (Northern Ireland)
- Minor road accidents: The Official Injury Claim Portal
- Accidents involving uninsured drivers: The Motor Insurers' Bureau
Complaints Handling Procedure
Receiving Complaints
Any person who wishes to make a complaint about the claims management services offered by this site may do so
a) by email to:
b) by letter to:
Colour Ventures Ltd
c/o FEB Chartered Accountants
Linenhall Exchange
1st Floor
26 Linenhall Street
Belfast
County Antrim
BT2 8BG
Responding to Complaints
i) We reserve the right to decline to consider any complaint raised more than 6 months after the complainant became aware of the cause of the complaint.
ii) We will send a written or electronic acknowledgement of any complaint received within 5 business days of receipt of any such complaint, giving the job description of the person handling the complaint, together with a copy of this internal complaints handling procedure.
iii) Within 4 weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within 4 weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.
iv) If a final response cannot still be provided within this 8 week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Financial Conduct Authority.
Right to Complain to the Financial Ombudsman Service
If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Financial Ombudsman Service.
Complaints may be made in writing, online, by telephone or any other form to
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
online : www.financial-ombudsman.org.uk
tel : 0800 023 4567
Opening hours : 8am to 8pm, Monday-Friday, and 9am to 1pm on Saturdays
