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Hi, thank you for your message. Welcome, my name is***** am very sorry you are experiencing this and I hope I can help you today. Without the information I asked for, I can only give you a general answer, but I hope this helps. I would advise that you write the company a letter setting out your full claim using their complaint procedure. The letter should set out what you are complaining about and what you want from them. If you do not get the answer you hope for you will need to take legal action.
You may want to instruct a solicitor to represent you and draft the reply for you. The solicitor will be able to weigh all the evidence before them and help you build a strong case. You can find a solicitor by using the law society find a solicitor link here: https://solicitors.lawsociety.org.uk/ You will be able to search by specialism and also town or postcode to find one near you. You may qualify for legal aid if you have low income and want to take the case to court. You can check if you can get legal aid here: https://www.gov.uk/check-legal-aid. You can find a legal aid solicitor by using this link: https://find-legal-advice.justice.gov.uk/. Legal aid is free assistance to people who cannot afford to pay legal fees such as legal advice and proceedings. You could also visit your local Citizens Advice Bureau (CAB) ( For more information please visit: https://www.citizensadvice.org.uk/). CAB’s are accessible in different areas in the country providing free legal advice to individuals who cannot afford this. You can contact them by phone to book a face to face appointment. They may also be able to provide phone appointments. Moreover, you might be able to find a pro bono lawyer by attending/contacting a LawWorks Clinic. A probono lawyer is a free lawyer. The LawWorks Clinics Network is a network of free legal advice sessions that LawWorks (the Solicitors Pro Bono Group) supports. For more information and to find a network near you please visit the following website: https://www.lawworks.org.uk/legal-advice-individuals/find-legal-advice-clinic-near-you.
Before taking the legal route you may want to try to make a complaint to an ombudsman. The ombudsman is an independent organisation which may help settle the matter before it goes to court. You can contact them here: https://www.lgo.org.uk/adult-social-care/. You should set out your full claim and what you are complaining about. If you are unhappy with the decision then you will need to take legal action.
I hope this helps and I wish you all the best in dealing with this matter. Please do not hesitate to contact me should you have further questions regarding this matter. I am happy to answer follow-up questions - please do get in touch with extra information or further queries and I will do my best to help you. Best wishes.
Thank you again for visiting JustAnswer, please let me know if you need me to clarify anything or if you have any additional questions-I am happy to help!