Complaints

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If you have a complaint in any manner or form against Journey Owl, please address your complaint to Mr S Kooner, Complaints Officer and Joint Managing Director of Journey Owl to Journey Owl’s registered office at 12 Shevlock Way, Coventry, CV6 7NY. Alternatively, you can forward you complaint via telephone, email or through our enquiry form and we will ensure to direct it to Mr Kooner.

If so required, please note Journey Owl’s company details as follows:
Company Name
Journey Owl Limited
Trading Name
Journey Owl
Company Number
8299747
Registered Office and Principle Office Address
12 Shevlock Way
Coventry
CV6 7NY

Journey Owl are committed to resolving all complaints in a timely and professional manner and complying with the rules and regulations of the Complaints Handling Rules 2015. Please be assured that your complaint will be thoroughly investigated upon receipt of the same and that it will be dealt with in accordance with Journey Owl’s internal complaints policy as detailed below.
If for some reason you are not satisfied with the manner in which Journey Owl has dealt with your complaint, then you are free to direct your complaint to the Legal Ombudsman (www.www.legalombudsman.org.uk)(email: cmcenquiries@legalombudsman.org.uk).

Internal Complaints Procedure

Upon receipt of your complaint, it will be passed to Mr Kooner, Complaints Officer and Managing Director of Journey Owl. If Mr Kooner is unavailable we will ensure a suitable and competent individual within the company is appointed to deal with your complaint (Complaints Deputy). If your complaint is made by telephone, we will ask that you also provide your complaint in writing. All complaints should be accompanied by any appropriate documentation or other form of evidence. Please note, if such evidence is provided at any point after your complaint has been submitted, it may affect the response time in responding to your complaint.

Upon receipt of your complaint, Mr Kooner or the Complaints Deputy will consider your written complaint and any accompanying evidence in order to understand the basis of the complaint and we will forward you a written or electronic acknowledgement to your complaint within 5 business days. During this time, Mr Kooner or the Complaints Deputy will commence an internal investigation into your complaint in order for a substantive to be provided to you and thereafter a personal telephone call will be made to you by Mr Kooner or the Complaints Deputy by way of an introduction, to clarify the complaint and to provide a short summary as to the next steps involved. Depending upon the nature of your complaint and the issues involved, within 4 weeks following receipt of your complaint we will either:

  • Provide you with our final response to your complaint; or
  • Provide you with a holding response to inform you that we will need further time to review your complaint, to explain the reasons why further time is required and to provide an estimated but reasonable indication of how much further time will be required before we are able to provide you with a final response to your complaint.

If a holding response is sent to you, Mr Kooner or the Complaints Deputy will continue an internal investigation into your complaint and if required, a further personal telephone call will be made to you by Mr Kooner or the Complaints Deputy. In any event, within 8 weeks of receiving your complaint, we will either:

  • Provide you with our final response to your complaint; or
  • Provide you with a response that
    • Explains why we have not been in a position to resolve your complaint and provide an estimated but reasonable indication of how much further time will be required before we are able to provide you with a final response to your complaint; and
    • Clearly explains to you, your right to contact the Legal Ombudsman (www.www.legalombudsman.org.uk)(email: cmcenquiries@legalombudsman.org.uk) if you are dissatisfied with the further expected delay.

As stated in the Complaints Handling Rules 2015, Journey Owl are entitled to decline to consider any complaint that is made more than 6 months after the complainant became aware of the cause of the complaint.Please note, Journey Owl have a strict internal policy to ensure that complaints are rectified and dealt with within 4 weeks of receiving a complaint and save for unlikely and/or unforeseen circumstances, all complaints will be dealt with within 4 weeks of receiving a complaint. Please note the complaints policy above is written in accordance with the Complaints Handling Rules 2015. You can read up on the Complaints Handling Rules 2015 by visiting www.justice.gov.uk/claims-regulation.

Complaints about Solicitors

If you have a complaint in relation to a solicitor, Journey Owl will be unable to assist as we are unlikely to be a party to the issue(s) involved. All complaints about a solicitor should be directed to them at the first instance whereby your complaint is likely to be actioned in accordance with the solicitor’s internal complaints policy. If you feel that your complaint has not dealt with your concern(s) then you should thereafter direct your complaint to the Legal Ombudsman (www.www.legalombudsman.org.uk)(email: cmcenquiries@legalombudsman.org.uk).

If you have a complaint about one of our panel solicitors we will forward your complaint onto the solicitor in question and notify you of the same.

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Your Name
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Accident or illness
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